Desired Candidate Profile :

- Successfully manage customer relations by being a liaison between the company and the customer

- The manager monitors customer satisfaction and devises ways for the company to better serve customers

- Should ensure that representatives who answer phones and handle customers are well-trained, that the phone lines are adequately manned and those customer complaints are resolved

- Must be highly detail-oriented and have the ability to effectively multi-task

- Extensive knowledge of the products and services offered by the company

Education Qualification :

- Associate's degree in Business, Management or Public Relations.

- Certificate from an accredited technical school.

- Bachelor's degree in Business Administration, Business Management, Hospitality, Finance or Computer Science

Experience :

Customer service representative experience at a call center or other environment with many customers

Work Environment :

- Time is spent in a private office or shared office space.

- Must be able to travel outside the office to meet with customers.

- Must be able to work long hours including evenings and weekends.

- Must be able to tolerate stressful situations and work under pressure.

Responsibilities :

- Supervises customer service representatives.

- Ensures that customers receive the quickest service possible.

- Assists representatives in handling disappointed customers.

- Determines a course of action to resolve customer problems.

- Interacts with customers using phone, fax, email, the company website, and in person.

- Provides assistance to representatives during extremely busy times.

- Ensures that customer service representatives follow all company policies and procedures when dealing with

customers.

- Collects customer payments.

- Issues customer refunds.

- Takes customer complaints to upper management when necessary.

- Interacts with vendors.

- Coordinates employee meetings, parties, and continuing education.

- Generates reports for upper management.

- Helps create, update and maintain call script for representatives.

- Maintains a database of customers for follow-up.

- Ensures a seamless process flow from the customer's initial order to the delivery of products and services.

- Uses social media to help promote the company's products and services.

- Reviews customer evaluations in regards to service representatives- work and looks for areas that need

improvement.

- Trains newly hired customer service representatives.

- Trains representatives on new equipment and software.

- Approves employees- timesheets for payroll.

- Listens to recordings of representatives interacting with customers and uses the recordings to enhance

training or offer necessary correction.

- Trains representatives on new product and service offerings as well as special sales and promotions.

- Analyzes the results of direct mail marketing and email campaigns.

- Helps develop new products, services, and promotions based on customer preferences.

- Meets deadlines.

- Stays within allocated budgets.

- Participates in the formulation of the company's strategic plan.

Prerequisite Skills

- Customer Service

- Leadership

- Communication Skills

- Interpersonal Skills

- Behaviour & Soft Skills

- G Suite

- Active Listening

- Multi Tasking

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