MAIN PURPOSE OF THE ROLE
Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.
Main Responsibilities
- Plan, prioritize, and schedule the team's activities and resources to ensure continuity of service.
- Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer
service records.
- Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall
performance of the team.
- Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer
service can be improved.
- Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are
recurring or routine.
- Lead, direct, evaluate, and develop customer service staff to ensure that the team's resources are used effectively and that work
schedules and targets are met.
Qualifications
Education Level Major/Field of Study or Equivalent
Associates Degree ( 13 years)
Experience/Background
Minimum 4 years
