Job Description
● Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
● Mapping customer’s journey and overseen the funnel
● Develop objectives for the call center’s day-to-day activities
● Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
● Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
● Assume responsibility of budgeting and tracking expenses
● Hire, coach and provide training to personnel to maintain high customer service standards
● Monitor and improve ordering, telephone handling and other procedures
● Evaluate performance with key metrics (accuracy, call-waiting time etc.)
● Prepare reports for different departments or upper management
● Communicate company goals to associates so every employee understands his or her role
● Conduct periodic surveys of customers and potential customers to ensure quality control
● Over watching and coaching projects and implementation on customer segmentation
● Bringing tailor main services
● Being with co-operation tangle with CX (customer experience)
Requirements
Education:
● Bachelor’s Degree in Marketing, Business or Communications preferred
● MBA from accurate university
● In-depth knowledge of customer service software, databases and CRM tools
● Current with relevant technology trends and applications
● Proficiency in MS Office applications
Experience:
● 6+ years’ experience in telemarketing or an inbound call center environment
● Experience in use of social media platforms
Knowledge:
● Customer Service, Process Improvement, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Help Desk Experience, Emphasizing Excellence
● Ability to give full attention to what other people are saying, taking time to understand the points being made and asking questions as appropriate.
● Proven social awareness of others’ reactions and understanding why people react as they do.
● Ability to use logic, reasoning and critical thinking to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
● Ability to communicate effectively, support, motivate and direct people as they work, identifying the best people for the job.
● Ability to display a positive attitude and demonstrate an awareness and willingness to help.
● Have a good command in emotional intelligence dealing with the complicated and emotional context
● Strong attention to detail and ability to follow through.
● Highly self-motivated, self-directed and detail-oriented.
● Excellent facilitation and creative problem-solving skills.
● Proficient in MS Office Product Suite, Ability to type at 40 wpm with accuracy. Ability to learn various other software programs to include Net Suite and Hub spots
● Familiarity with ticketing software systems (MS CRM preferred)
● Excellent communication, management, interpersonal and leadership skills required
● Ability to work overtime as necessary to meet quotas and guide team
● English literacy is a key to the job.
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