Our Client is seeking to recruit a Customer Experience Supervisor for its operations.
Responsibilities:
. Be the prime point of contact of the company with the end customer, consumer protection bodies and suppliers
. Handle difficult customers/issues
. Lead and motivate the Customer Service Team
. Plan, organise, manage and monitor the daily operations of the Customer Service Department to deliver excellent customer service
. Planning of daily interventions
. Ensure that the customer service team provides necessary, accurate and timely feedback to customers
. Liaise with technicians on the daily status of repairs
. Investigate customer issues and find appropriate solutions
. Provide the necessary feedback, training and development to customer service staff to improve their accuracy, productivity and quality of their works
. Identify and communicate to the Head of Service Centre, areas of improvement and provide recommendations/solutions to improve professionalism and service
. Identify training needs of subordinate staff and organise relative training accordingly in collaboration with HR department
Profile:
. Diploma in Management
. Passionate about delivering excellent customer service
. Minimum of 3 years' experience preferably in a customer facing environment
. Highly customer focused and able to demonstrate excellent communication/telephone skills
. Excellent people management skills
. Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescale
. Solutions driven
. Fully IT conversant