سرپرست خدمات مشتریان

ایرانسل تهران

منتشر شده 2 سال پیش

Job Description

● To supervise the implementation of Customer Service operational plans through coordinating team activities and workload in order to achieve assigned targets. ● To lead team activities in order to increase response quality and improve service delivery, customer satisfaction and customer experience, customer loyalty, and decrease contact rate. ● To ensure maximum possible query resolution in the first call before escalation to the Customer Service Back Office team. Task complexity: ● To ensure implementation of assigned projects and operational plans, internal processes, and approved PPPs within the team. ● To lead team activities to ensure compliance of it with pilot targets, quality, and agreed service levels. ● To lead and guide direct reports to provide a qualitative service, respond to subscribers' complex queries, and achieve pre-established targets. ● To ensure received calls including customer complaints/requests are escalated/followed/solved considering quality and time standard also approved PPPs. ● To guide team members on delivering their assigned tasks and projects and collaborate with them in handling complex calls. ● To recognize and implement corrective action on team activities to maintain and improve quality of standards (QoS) and customer satisfaction indexes (CSI). ● To escalate any alarming complaints and valuable information from coming calls and queries to the manager or related team. ● To ensure all major incidents and issues escalations are prioritized based on logical impacts on subscriptions. ● To identify issues and initiate solutions to increase service level and decrease contact rate. ● To monitor and analyze calls and back-office logs to achieve agreed service level and provide monthly motivation plan for decreasing contact rate. ● To review pilot processes and provide feedback to the QA team to cover the gaps based on customers’ needs and identified objectives. ● To coordinate periodical team meetings with direct reports, reviewing targets and team performance. ● To provide feedback on team performance and team status to the line manager. To generate daily statistics reports about team targets’ status, problems and issues, customer care calls receive forecasts and trends for the management and other teams.

Requirements

● Bachelor's degree in Commerce (Marketing or Communications) or related fields. ● Customer service background, and associated ability to triage customer issues, respond thoughtfully, and keep cool in potential crisis situations. ● Complaint management and problem-solving skills. ● Fluent in project management tools and techniques. ● Fluent in performance management. ● Basic knowledge of MS Office. ● Basic knowledge of customer caring applications. ● Fluent in CRM, IPCC application, or interfaces. ● Fluent in telecommunications technology. ● Fluent in telesales. Skills/physical competencies: ● Problem-solving. ● Communication skills at all levels. ● Reporting skills. ● Interpersonal skills. ● Presentation skills ● People management skills.

Employment Type

  • Full Time

Details

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