Job Description

Improve customer service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies and standards

Keep accurate records and document customer service actions and discussions

Analyse statistics and compile accurate reports

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilise assets to achieve qualitative and quantitative targets

Adhere to and manage the approved budget

Maintain an orderly workflow according to priorities

Desired Candidate Profile

Please refer to the Job Description above

Key Skills

Key Skills

. Customer Service, Operations Service, Quality Customer, Service Management, Cash Handling, Cash Management, Quality Compliance, Record Keeping

Qualification

. B.Com

Additional Qualification

. Customer Service, Operations Service, Quality Customer, Service Management, Cash Handling, Cash Management, Quality Compliance, Record Keeping

Industry

. BPO/KPO/LPO/ITES/CRM/Transcription/E Learning

Functional Area

. BPO/ITES/KPO/Customer Service/Technical Support

Job Role

. Sr. Manager-Customer Servicing

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