Lead and Manage across Customer Service Call Center and Quality Control functions to identify opportunities and implement solutions to improve the customer experience including on-time delivery, responsiveness, quality, after sales and technical support.
Fully understand all internal and external legislation relevant to the role
Observe and coach staff to improve standards, knowledge, skills and behaviours
Provide weekly, monthly reports on the performance of managed functions,
Ensure quality and consistency in the process of customer handling in the end to end process
Positively contribute to the overall objective of the customer service index and profit objectives; And to the
Process of continuous improvement
Design & Deliver workshops and trainings for new starters and refreshers training to current staff on regular basis
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Champion opportunities to consistently improve the Quality, deliver an enhanced customer experience at all customer touch points
Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the Safat Home Customer Experience.
Implement an effective customer loyalty program.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare detailed reports on your findings.
Hire and train new customer service agents.
Manage the approved budget of the customer service department.
Stay informed on the latest industry techniques and methods
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.