Develop and implement a customer support policy for the entire organization.
Develop programs to attract, retain and expand customer relationships.
Follow the customer order process and fulfill their needs.
Provide solutions for attaining and keeping customers.
Develop feedback or complaint procedures for customers.
Ensure proper customer segmentation.
Manage customer needs and ensure their satisfaction.
Implement an effective customer loyalty program.
Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service supervisors and experts.
Collect, validate, and analyze data on performance metrics and customer support.
Maintain customer support staff by recruiting, selecting, orienting, training, and evaluating them.
Responsible for performance management.
Requirements
At least 5 years of managerial experience in a relative field.
Strong knowledge of customer service principles and practices.
Excellent communication skills, teamwork, and interpersonal skills.
Creative and solution-orientated.
Decision-making skills.
Proficiency in negotiating principles and communicating effectively with customers and the support team.
Previous experience working with customer service software, and CRM tools
