استخدام Telesales & Customer Service Manager
شرح موقعیت شغلی
Job Description:
• Setup and manage tele-sales team, ensuring lead generation and follow up is done smoothly
• Support onboarding of clients through CRM and keep track of bottlenecks in the process
• Prepare required reports for management with insight on process efficiency and customer conversion and activity.
• Segmentation and classification of customers for better service delivery
• To supervise the implementation of Customer Service operational plans through coordinating team activities 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 engagement and controlling churn rate
• To ensure query resolution as a one stop shop.
• To ensure implementation of assigned projects and operational plans, internal processes
• Lead team activities to ensure compliance of it with agreed service levels
• Coach direct reports to provide a qualitative service, respond to subscribers' complex queries
• To ensure all major incidents and issues escalations are prioritized based on logical impacts on subscriptions
• Monitor and analyze calls and back-office logs to achieve agreed service level and provide monthly motivation plans • Review pilot processes and provide feedback to the QA team to cover the gaps based on customers’ needs and identified objectives.
Required Profile:
• Well-spoken and command over managing relationships with business clients
• Customer oriented approach
• Detail oriented and problem solving nature
• 3 years of experience in similar role i.e.; tele sales/customer service
• Fluent in/with process management tools
• Familiar with CRM applications and procedures
• Excellent communication and negotiation skills
• Knowledge of Financial products & market is an advantage
• Setup and manage tele-sales team, ensuring lead generation and follow up is done smoothly
• Support onboarding of clients through CRM and keep track of bottlenecks in the process
• Prepare required reports for management with insight on process efficiency and customer conversion and activity.
• Segmentation and classification of customers for better service delivery
• To supervise the implementation of Customer Service operational plans through coordinating team activities 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 engagement and controlling churn rate
• To ensure query resolution as a one stop shop.
• To ensure implementation of assigned projects and operational plans, internal processes
• Lead team activities to ensure compliance of it with agreed service levels
• Coach direct reports to provide a qualitative service, respond to subscribers' complex queries
• To ensure all major incidents and issues escalations are prioritized based on logical impacts on subscriptions
• Monitor and analyze calls and back-office logs to achieve agreed service level and provide monthly motivation plans • Review pilot processes and provide feedback to the QA team to cover the gaps based on customers’ needs and identified objectives.
Required Profile:
• Well-spoken and command over managing relationships with business clients
• Customer oriented approach
• Detail oriented and problem solving nature
• 3 years of experience in similar role i.e.; tele sales/customer service
• Fluent in/with process management tools
• Familiar with CRM applications and procedures
• Excellent communication and negotiation skills
• Knowledge of Financial products & market is an advantage
مهارتهای مورد نیاز
- Customer Service
- CRM
- ارتباط با مشتریان و پشتیبانی
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست