- Guide and direct customer service team towards achieving operational goals.
- Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
- Ensure that customer complaints are resolved in a professional manner.
- Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
- Coach and train customer service staff to deliver high class customer service.
- Determine work procedures, work schedules, and workflow for customer service staff.
- Perform annual reviews, appraisals and performance management reviews for the customer service staff.
- Ensure that the customer calls and chats are handled and answered in a timely and accurate fashion.
- Develop standard procedures and policies for improving the service provided to customers.
- Conduct meeting with Managers to discuss about process improvements, knowledge base, and issues.
- Maintain in-depth working knowledge of the company’s brands, systems and processes.
- Monitor business and process metrics to measure and manage customer service effectiveness.
- Educate customers about organization’s products or services.
- Maintain communication with customers via emails, phone calls, mails, etc.
- Prepare documentation and reports on routine customer correspondence for future reference purpose.
Work Remotely
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Supplemental Pay:
Education:
Experience:
- Microsoft Office: 1 year (Preferred)
- Customer Service: 1 year (Preferred)
Work Location: One location