supervisor customer care
wi-tribe
Total des années d'expérience :17 years, 9 Mois
• Heading a team of 5 customer care executives.
• Training of new staff on board covering all products and services, billing and query/complaint handling processes.
• Key responsibility is customer retention and onboard resolution.
• Manage Client Service (staff schedules, workflow, handles staffing and employee issues, enforce departmental policy and procedures).
• Attend to customer queries & issues when they come into Customer Care Center, respond to customer e-mails, post mails e.t.c.
• Explain billings, product usage and answer all other questions which the customer would want answers to so as to keep the customers satisfied.
• Assure that staff is provided with proper training, instruction, tools, and methods to perform their jobs, billing and query/complaint handling processes.
• Lead and motivate staff in handling change, building trust, and partnership. Encourage and build a team environment.
• Perform timely performance evaluations, as well as appropriate disciplinary actions. Evaluate all Customer Service Staff on communication skills and technical knowledge.
• Implement sales strategies to increase sales and revenue for the company to add value to the customer base.
• Collecting, analyzing, and evaluating information and telemarketing in order to increase productivity of sales.
• Monitoring sales trends and evaluating individual’s performance assessed against monthly sales goals and customer retention.
• Reservation and Ticketing
• Visa and Passport checking
• Passenger Assistance
• Flight Cancellation handling
• Cash Handling
• Maintaining good relations with passengers
• Maintain Payment Report.
• To ensure effective
• 4 months in Quality Assurance, evaluated calls, coaching feedback and maintaining sales quality.
• Listen to and critique recorded conversations for purposes of improving customer skill•
• Answer participant questions, as well as question participants to obtain full understanding of what information is being requested.
• Document all calls with regards to participant inquires accurately using Call Tracking System.
• Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
• Knowledge of products
• Provide quality customer service on every call.
• Communicate clearly and effectively with participants.
• Promote good listening skills.
• Manage length of calls.
• Recognizing and managing assertive customer calls.
• Promote teamwork and call center success.
• Review monthly publication of Effective Telephone Techniques.
Customer-focused professional with out-bound calls experience, Skills include a demonstrated competency in Windows applications, keyboarding proficiency and good administrative skills. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints and diffuse tension to ensure customer retention.