Senior Customer Service
Current1. Team Management:- Oversee daily tasks of agents, providing feedback on areas needing improvement.- Ensure effective team operation, resolving inquiries and complaints within agreed timescales to guarantee customer satisfaction.- Address complex complaints and multi-departmental issues to prevent escalations.- Foster collaborative relationships with internal departments to resolve customer complaints and ensure consistent practices.2. Training:- Organize training sessions for new agents, create training materials, and conduct training classes.- Lead team meetings to brief on news, updates, and current situations.- Announce and update any new or changed processes and scripts.3. Quality Assurance (QA):- Review and rate phone call recordings/chat responses of customer service using prescribed quality guidelines.- Provide clear, detailed, and actionable feedback to team members to enhance the quality of customer service.4. Reporting:- Prepare and submit weekly/monthly performance reports, including team productivity and customer feedback insights, to the line manager.- Analyze complaint volumes and trends, highlight significant patterns, and suggest necessary changes.- Collaborate with the Customer Service Manager to develop and implement complaint resolution processes and team training, ensuring continuous learning from complaints.5. Project Management:- Develop and implement new warranty processes.- Manage Facebook Chatbot and Facebook Ticket Management functions.- Oversee Customer's Website Request Ticket Management function.- Develop and maintain the Customer Service Tracking Productivity Dashboard.- Create and optimize new conversation flows for customer service.6. Others:- Set up weekly work schedules, manage timesheets, and monitor staff working hours.- Assist in preparing for internal and external audits and inspections as needed.- Create payment requests for team expenses.
