استخدام Customer Service supervisor
شرح موقعیت شغلی
The Customer Service supervisor is a key strategic and operational role responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.
The Customer Service supervisor is responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions/complaints across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video, Social Media. Correspondence.)
Create a culture and processes, which achieve the business goals and objectives about their customer service.
Improve achievement of KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric.
Empower and Engage the Customer Service Team
Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Stakeholders.
Accountable for identification of any potential risk issues.
Work effectively with all peers and the stakeholders to negotiate and influence customer improvements.
Coaches Customer Service Team in order to achieve high performance.
Job Requirements
Job Requirements
Minimum B.S / M.S degree.
Extensive experiencing of supervising operational customer service teams with proven successful achievements.
E-commerce and FMCG experience is a plus.
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven relationship management experience at a senior, strategic level role.
Established track of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
Demonstrate ability to motivate and communicate with others at all levels.
Influential relationships skills at all areas. Able to use these relationships to deliver service improvements.
Able to adapt and succeed in a changing environment.
Proven experience balancing multiple priorities and dealing with ambiguity.
Working with CRM & IT general software like MS-Office, MS-Project and performance evaluation Models are essential.
مهارتهای مورد نیاز
- ارتباط با مشتریان و پشتیبانی
- CRM
- امورمشتریان
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست