Job Responsibilities Leadership of Customer Service Team
Lead, coach and mentor the customer service team to deliver exceptional service standards.
Oversee team members’ capability in managing sales leads effectively.
Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
Oversee daily operations of the customer service department, ensuring prompt resolution of customer inquiries, service issues, complaints, and escalations.
Maintain an organized and efficient filing and database system for customer records and service documentation.
Lead digital transformation efforts related to new systems or software.
Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.
Achievement of Management Objectives
Prepare and generate monthly performance and operational reports. ...