Description
Job Role
Service Excellence: Establish and maintain service standards, KPIs, and SLAs to consistently deliver high-quality service and customer satisfaction.
Customer Advocacy: Foster customer loyalty and advocacy by actively seeking feedback, testimonials, and case studies.
Escalation Handling: Manage and resolve escalated customer issues, demonstrating empathy and a commitment to finding solutions.
Feedback Gathering: Gather and relay client feedback to the product development team to help improve our offerings.
Workflow Optimization: Continuously review and optimise customer service processes and workflows to enhance efficiency and effectiveness.
Reporting and Analysis: Utilize data and reporting tools to track and analyse customer service performance, identifying areas for improvement.
Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to address customer-related challenges and opportunities.
Documentation and Knowledge Base: Develop and maintain a comprehensive knowledge base for customers and the customer service team.
Team Leadership: Lead, coach, and mentor a team of customer support representatives, fostering a positive and motivated work environment.
Training and Development: Provide ongoing training and professional development opportunities for the customer service team to enhance their skills.
Qualifications
Proven experience in a customer support or service management role.
Strong communication and leadership skills.
Ability to empathise with and understand customer needs and concerns.
Results-oriented with a focus on customer satisfaction and team performance.
Exceptional problem-solving and conflict-resolution skills.
Proactive, self-motivated, and able to work independently.
Proficiency in using CRM software and customer service tools.
Experience in data analysis and reporting to drive performance improvements is a plus.
Related search
