Posted Jan 09, 2023 311 views
Customer Service Manager is a professional who is responsible for providing outstanding customer service by leading and motivating their team and developing loyalty programs to increase customer satisfaction.
Job Description
- Responsible to maintain discipline as per Company’s Policy among Customer Support Team.
- Understanding of Customer Care Environment and handling of team accordingly.
- Responsible for timely response to customers by customer support team.
- Responsible for Queries execution through Customer support execution team in an efficient manner.
- Responsible for regular monitoring & evaluation of execution team & Technicians to ensure Quality work.
- Responsible to respond Corporate Clients, Brands & Technology Partners and back & forth communication through Customer Support team.
- Responsible to follow the requirements of Brands through Customer Support team for timely close of Queries.
- Enable the customer support team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks
- Continue to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
- Design goals and KPIs for teams.
- Improve customer service experience, create engagement of customers, and facilitate organic growth.
- Take ownership of customers issues and following problems through to resolution.
- Manage teams coming under authority. Required to play leader, supervisor, mentor, manager and trainer roles for subordinates
Skills
- Must have a capability and experience and having understanding all tools and techniques to run the Call Center.
- Must have a prior experience of handling of B2B & B2C customers.
- Prior experience of managing the Team of Customer Care/Support Representative.
- Having experience of managing the floor issues of Customer Care/ Support Team.
- Ability to handle the Environment of Customer Care floor as per Disciplinary Policies.
- Ability to handle the pressure of Customer Support/Care job scenarios i.e., to and from Customers & CCRs.
- Ability to motivate the Team in positive manner.
- Experience in providing customer service support
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Customer service orientation
- Excellent knowledge of MS Office i.e., Excel, Word etc.
- Excellent mentoring, coaching, and people management skills in budgeting and forecasting
- Planning and monitoring
- Reporting
- Excellent Communication and interpersonal skills.
- Decision-making skills
- Training and developmental skills
Skills
Job Details
Work Environment
Supervisor’s gender:
Percentage of female coworkers:
ARAR Group
pAt ARAR, we seek uncompromising integrity through each individual’s effort towards quality products and services for our prestigious clients, maximizing returns for the organization. Our business success is dependent on trusting relationships. Standing firm with the slogan “Assisting. Remarkable. Accomplishment. Results” ARAR Group of companies has won itself a very inevitable importance in different healthcare & technology fronts in many parts of the country. With state-of-the-art technology and top-notch quality assurance systems, we have managed to develop strong business associations with domestic and international clients. Our workforce is our strength and building long term business relationships is our identity and pride. Sharing is a belief of the family. ARAR Group of companies has and will always share its wisdom and expertise for further development of our national & international image and the nation’s prosperity. ARAR Group actively participates in national as well as economic growth and social development. Our motto is utter customer satisfaction, employee motivation, technology innovation and cleanliness foundation. It is being achieved through our multidisciplinary experts. ARAR Group is a solution-oriented company; perform through the following Service area Channels: • ARAR Innovations (Pvt.) Ltd. • ARAR Services (Pvt.) Ltd. • ARAR Health City (Pvt.) Ltd. • ARAR Testing & Calibration Services. • ARAR Institute of Health & Technology/p
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