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Responsible for supervising customer service agents and other staff.
Trains, coaches, and mentors employees on how to deliver the best customer service possible.
Main Responsibilities:
- Active discussions and coordination with customers and account management
- Hire and train customer service agents
- Train new hires on CRM and basic processes
- Develop templates to improve productivity
- Train agents on how to adequately address customer's needs
- Train customer service representatives on how to effectively provide superior customer service.
- Plan, prioritize and delegate work tasks to ensure the proper functioning of the department
- Direct the daily operations of the customer service team.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Develop and implement customer service policies and procedures
- Review and assess customer service representatives.
- Monitor accuracy of reporting and database information.
- Analyze relevant data to determine customer service outputs.
- Define and communicate customer service standards.
- Evaluate and measure performance of staff.
- Identify and address staff training and coaching needs.
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Identify and implement strategies to improve quality of service, productivity, and profitability.
- Liaise with company management to support and implement growth strategies.
- Coordinate and manage customer service projects and initiatives.
- Analyze data and statistics.
- Compile and print reports on overall customer satisfaction.
- Keep abreast of new company products and services.
- Exceed quarterly financial goals of the team
- Pipeline Management
Education and Experience
- Has a relevant bachelor's degree.
- Has at least four (4) years of customer service experience.
- Has at least three (3) years of supervisory experience.
- Has in-depth knowledge of customer service principles and practices
- Has remarkable product knowledge
- Has great leadership skills to be able to handle a whole team/department
Key Requirements:
- Experience in working with customers will be considered a plus
- A minimum of four (4) years relevant working experience
- Proven track record in meeting performance objectives
- Strong oral and written communication skills are required, as well as basic technical support knowledge and computer skills background
- Effective listener and understanding customer expectations
- Ability to quickly establish rapport with Clients in a way that allows for a comfortable consultation.
- Ability to work remotely, reaching international customer base
- Shows/practices a commitment to ethical conduct.
- Works well under pressure and does not waiver in working as a team.
- Internet-savvy to research customer details
- Availability to work a flexible schedule
- Fluent in English, both speaking and writing.
Other languages like Spanish.
is considered a plus
Compensation base plus incentive based on performance.
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