Job Responsibilities:
1. Team Leadership: Leading and managing a team of customer service representatives by providing guidance, support, and feedback. This includes setting performance goals, conducting performance reviews, and fostering a positive work environment.
2. Training and Development: Ensuring the team is well-trained in customer service best practices, product knowledge, and company policies. This involves organizing training sessions, coaching team members, and identifying areas for skill improvement.
3. Customer Interaction Management: Handling escalated customer inquiries and complaints, ensuring they are resolved promptly and satisfactorily. This includes communicating with customers through various channels such as phone, email, and live chat.
4. Performance Monitoring: Monitoring and analyzing the performance of the customer service team using key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
5. Process Improvement: Identifying areas where customer service processes can be improved to enhance efficiency and customer satisfaction. This can involve implementing new tools, updating procedures, and streamlining workflows.
6. Reporting: Preparing and presenting regular reports on team performance, customer feedback, and service metrics to senior management. This also includes making recommendations for improvements based on data analysis.
7. Collaborative Work: Collaborating with other departments such as sales, marketing, and product development to ensure a unified approach to customer satisfaction and to convey customer feedback for product and service improvements.
8. Resource Management: Managing customer service resources, including staffing levels, scheduling, and allocating tasks to ensure optimal team performance.
Experience: Required
Languages: English – Advanced
Employment: Full-time
Schedule: Mon-Fri
Salary: £27,600 – £31,800 yearly
Benefits: Annual Leave, Extra Earning Potentials, Holiday Allowance
About Sathguru Ltd:
Plumbing and Electrical shop
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