Create effective customer service procedures, policies, and standards.
Maintain accurate records and documents on all customer service activities and discussions.
Hire and train new customer service agents.
Act as the Voice of the Customer across the organization.
Work effectively with all peers and the stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
Manage the customer service team
Evaluating team members based on their attitude, communication skills, problem solving skills, productivity, dependability, quality of work, on spot response, and teamwork.
Meet the team members to get their feedback about the products, process, tasks, and achievements.
Review reports to track the quality of service provided, make better decisions, improve the process, and understand how the team is performing.
Set goals for the department and manage all activities of the team.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Manage the resources:
Give access to all the necessary resources that the team needs like productivity tools and communication tools.
Identify new tools and technologies to better serve the customer.
Excellent communication and negotiation skills.
Active listening, patient, and Intuition.
Good understanding of management practices and techniques.
Analyzing Data or information.
Making decisions and solving problems.
Excellent listening skills, critical-thinker, and problem solver with attention to detail.
