Leads team of customer service representatives & Telesales to quickly, calmly and confidently address customer issues with service, delivery or condition of products. Maintains professional environment for customer service team to thrive to solve problems and increase customer satisfaction, leading to an increase in sales.
Head up growing Telesales team by Setting weekly and monthly sales targets and update all internal systems to properly track potential customer and customer
Work hand-in-hand with Marketing Team to create and maintain a win-win relationship with new and current customers and track campaign results (leads received/worked, closing rations, etc.)
Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
Ensure service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Develop project concepts and maintain optimal workflow between Telesales department and customer service department to reach the optimal benefits
Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
Provides training on handling of sensitive customer service issues
Monitors and reviews processes for ways to make procedures more time and cost-effective
Makes regular reports to upper management about department milestones and progress
Holds regular meetings with department staff to discuss expectations and hear team concerns
Plans and maintains departmental budget
Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
Coordinates with sales department to incorporate plans to increase customer satisfaction
Manages issues with the staff through assessment and subsequent corrective action protocol
Ensures work environment is compliant with all applicable laws and regulations
Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department
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.