Senior customer Service
extensya
Total years of experience :15 years, 4 Months
Responsibilities•
Manages a team up to 20 CSRs who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone and email, and makes outbound contacts as appropriate to maintain or enhance that service.
Uses effective communication skills by Communicating feedback as a performance issue not personal issue, as I must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level•
Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements•
Demonstrates knowledge of impact to provide professional service to public•
Sets priorities to ensure continual satisfaction.
Ensures the quality of service delivery by customer service representatives and performs the necessary quality management checks that meet targets•
Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment•
Ensures that the set call centre KPIs are attained. If required, start answering the phone to manage the team performance.
Compiles weekly and monthly management reports for all team members• Identifies and reviews expected service levels and quality goals •
Ensures complaints/concerns are resolved or escalated in a timely manner• Manages call volumes, e.g., peak times
recived call and mails, coordinate with sales dep.