Job Description
- Develop and implement a customer support policy for the entire organization - Develop feedback or complaints procedures for customers to use - Find ways to measure customer satisfaction and improve related services - Implement an effective customer loyalty program - Write reports analyzing the customer service that the organization provides - 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 - Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions - Meet with other managers to discuss possible improvements in customer services - Keep accurate records of discussions or correspondence with customers - Maintains customer support staffs by recruiting, selecting, orienting, training and evaluating them
Requirements
- Should keep ahead of developments in customer service field - Previous experience in sales and marketing - Previous experience in customer service - Previous experience working with customer service software, databases and CRM tools - Negotiating skills - Supervising skills - Leadership skills - Problem-solving skills - Decision-making skills - Interpersonal and people management skills - Communication skills (both verbal and written) - At least 5-year experience as a customer service supervisor/expert - Bachelor or Master in business, communication or related fields
