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As a Customer Services Manager, the work duties includes: 1. Help to build good customer relations. 2. improve customer service experience, create engaged customers and facilitate organic growth; 3. Training and managing customer service assistants and representatives; 4. Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs; 5. Establishing customer service policies and procedures; 6. Staying updated on developments in the customer services field; 7. Focus on customer satisfaction which includes addressing customer "pain points," adjusting policies and procedures, ensuring agents are well trained, measuring customer satisfaction and responding to customer feedback 8. Develops and implements policies and procedures to deal effectively with customer requirements and complaints; 9. Discuss customer responses with other colleagues with a view to improving the product or service provided; 10. plans and co-ordinates the operations of help and advisory services to provide support for customers and users; 11. Taking ownership of customers issues and following problems through to resolution; Keep accurate records and document customer service actions and discussions; Control resources and utilise assets to achieve qualitative and quantitative targets; Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill; Coordinates with sales department to incorporate plans to increase customer satisfaction; Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure; Issue refunds or compensation to customers; keep accurate records of discussions or correspondence with customers; Produce written information for customers, often involving the use of computer packages and software; Develop feedback or complaints procedures for customers to use; Make sure that the needs of customers are being met or exceeded; Key Skills involves: · Proven working experience as a Customer Service Manager; · Experience in providing customer service support; · Excellent knowledge of management methods and techniques; · Strong leadership skills to work with people within the organisation with different skills; · Proficiency in English and other languages; · Working knowledge of customer service software, databases and tools; · Awareness of industry’s latest technology trends and applications; · Ability to think strategically and to lead; · Strong client-facing and communication skills; · Advanced troubleshooting and multi-tasking skills; · Customer service orientation; Managing a team of customer service staff; Handling face-to-face enquiries from customers; Dealing with customers who are upset or angry may be stressful; Communication and Excellent IT skills; Creative thinking, to be able to come up with new ideas to improve customer service standards.
Develop security incident response plans & procedures including Security Incident Crisis / Emergency Management. Coordinate the post-incident review process, drive practical and impactful changes throughout the phases of the incident response lifecycle. ...
The purpose and prime objective of the Incident (IM) and Service Request Manager (SR) is for delivering effective IM/MIM (Major Incident Management) resulting in the provisions of stable and robust services to the global business. Focus is on restoring service efficiency and effectively from inci...
As a Problem Manager, you will be responsible for identifying, analyzing, and resolving complex problems within our financial services operations. We are seeking a skilled Problem Manager with extensive experience in the financial services sector to join our dynamic team. Proven experience \\as a...
CREST certified incident manager (CCIM). Incident Response and Digital Forensics Consultant. Why Join KPMG as an Incident Response and Digital Forensics Consultant?. The Incident Response and Digital Forensics Consultant role will be working in the Cyber Response Services (CRS) Team within our Ri...
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Incident ticket management, escalations and stakeholder communications during an incident: primarily to support the Marco Polo production application. Including proficient, and experienced management of critical/major incidents in a tier 1 payments service. Support for DevOps technical input and ...
Experience in problem and incident management. ...
We are currently looking for an experienced Service Manager with a proven background delivering both Incident AND Problem Management in high pressure environments. You will work with a team of experienced Service Management professionals to support the day to day management of all P1 and P2 major...
You will report directly to the Head of Incident Response, working alongside senior incident response analysts. Chairing and coordinating major incident war rooms during live incidents. If required, attending client sites during major incidents and acting as a conduit for communication between th...
Keen to join a prestigious education firm as their incident manager? You'll be landing a greenfield environment where you will have the opportunity to implement processes, ways of working and mature the two functions globally. Your role as Incident Manager:. Promptly respond to and manage inciden...
If you would like to know more please call Adam Jones at Major Recruitment or click Apply Now to send your CV
As Manager you will be responsible for overseeing Joinery Packages on major construction developments across the Northeast on behalf of large principal contractors. You will be responsible for the ...
Major Works - Work in close liaison and partnership with the Asset Management Team and Services Managers, assist in the delivery of major programmes of work, by liaising with tenants on matters such ...
Lead on development and execution of Data Transformation Strategy, introducing delivery programmes to ensure major milestones are achieved. Detailed job description and main responsibilities Strategy ...
Job Specification - Project Manager / Planner My client is a major developer in the North East and now have an exciting opportunity for an experienced Project Manager / Planner to join their team on ...
Morson Talent are delighted to represent a major player within the UK Renewable Energy Sector who have a current requirement for a supply chain Vendor Onboarding Coordinator to join their established ...
Being a leading QS Practice they have many interesting projects to get involved with including: multiple place making master plans (£200 million), the new build of 2 major hospitals, the development ...
We have worked with some of the major electrical players in the world over the years, these are organisation the one that I have the most interest in from candidates historically. A multinational ...
The Trust is an exciting place to be, as it has a major trauma centre and is one of only three hospital Trusts in the UK to be operating three robotic surgical systems. Not only is it a great place ...
... major objective. The role will deliver refurbishment of kitchen and bathroom programme of works in Sunderland within the social housing sector. You will be an experienced site manager with proven ...
The Company Our client is a major force with in the North East manufacturing sector. Continued growth and development of their site is the reason they are now looking to recruit a Day Shift ...
Where required, to assist the Major Projects department with installations and/or training for the above systems. The ideal candidate will be required to have: A willingness and dedication to learn ...
Discounts on major retail outlets, including groceries * 4x basic salary life insurance * Eligibility to receive an annual 'Company Success Payment' We have an exciting opportunity for an experienced ...