استخدام CS Manager

شرح موقعیت شغلی

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.

مهارت‌های مورد نیاز

• CRM
• microsoft Dynamics CRM
• Microsoft Office

حداقل سابقه کار

• سه تا شش سال

جنسیت

• مهم نیست

وضعیت نظام وظیفه

• مهم‌ نیست

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