Job Description

-Develop and implement customer service policies and procedures -Define and communicate customer service standards -Review and assess customer service contracts -Oversee the achievement and maintenance of agreed customer service levels and standards -Direct the daily operations of the customer service team -Plan, prioritize and delegate work tasks to ensure proper functioning of the department -Ensure the necessary resources and tools are available for quality customer service delivery -Review customer complaints -Track customer complaint resolution -Handle complex and escalated customer service issues -Monitor accuracy of reporting and data base information -Analyze relevant data to determine customer service outputs -Identify and implement strategies to improve quality of service, productivity and profitability -Liaise with country management to support and implement growth strategies -Co-ordinate and manage customer service projects and initiatives -Ensure budget requirements are met -Evaluate and performance manage staff -Identify and address staff training and coaching needs

Requirements

-Relevant university's degree -Customer service professional experience -Supervisory experience -In-depth knowledge of customer service principles and practices -Proficiency in CRM systems -Proficiency in MS office applications -Proficient SAP knowledge (module SD) -Ideal Age Range: 30 - 40 -Fluent in English

Employment Type

  • Full Time

Seniority

Details

Employment type

  • Full Time

Educations

Seniority

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