*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.