Customer Service Management
- Overall, in charge of Customer Service Department.
- Develop business through online or offline (leads support management).
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Report to management if there is any special requests or issues that requires top level management to be involved to solve.
- Implements business initiatives including prompt corrective action plans for locations with below threshold performance
KPIs
- Customer Satisfaction score
- Cost per resolution.
Operations and Planning
- Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines and requirements ensuring efficiency and economy.
- Reviews analysis of performance including financial and productivity data for area and makes the appropriate changes in strategies, goals and objectives responding to current status and conditions
- Practices cost containment strategies, maintaining profitability and growth of area.
- Implements business initiatives including prompt corrective action plans for locations with below threshold performance.
- Take ownership of customers issues and follow problems through to resolution.
- Management of customer complaints.
KPIs
- Project success rate.
- Team Productivity
Business and Reporting Management
- Participates in the implementation of divisional and company initiatives and strategies.
- Directs and oversees the business of the assigned facilities within a defined area through effective leadership and management of customer service, quality care, marketing, and responsible fiscal management.
- Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
- Manages profit and loss for each assigned location including optimal performance of facility operations to achieve or exceed budgets and key performance indicators.
- Regularly report the customer service activities to the management.
KPIs
Business Strategies
Target Management
Team Management
Train the team to meet the standards.
Attend employee complaints and queries.
Keep the team motivated and engaged to provide excellent customer service.
KPIs
Turnaround time to resolve employee issues.
Retention rate of the tea
