Customer Service Manager/Manageress
2 months ago
£38700–£38900 yearly
Full-time
Ilford
The Worker duties includes:
· 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
· Develops and implements policies and procedures to deal effectively with customer requirements and complaints;
· co-ordinates and controls the work of those within shop;
· discusses customer responses with other colleagues with a view to improving the product or service provided;
· plans and co-ordinates the operations of help and advisory services to provide support for customers and users;
Develop goals and report progress to the owners;
Improving customer service experience, create engaged customers and facilitate organic growth;
Taking ownership of customers issues and following problems through to resolution;
Setting a clear mission and deploying strategies focused towards that mission;
Keep accurate records and document customer service actions and discussions;
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
Keep ahead of industry’s developments and apply best practices to areas of improvement;
Control resources and utilise assets to achieve qualitative and quantitative targets;
Maintain an orderly workflow according to priorities;
Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill;
Issue refunds or compensation to customers;
keep accurate records of discussions or correspondence with customers
Analyse statistics or other data to determine the level of customer service your organisation is providing;
Produce written information for customers, often involving the use of computer packages and software;
Write reports and analyse the customer service that organisation provides;
Develop feedback or complaints procedures for customers to use;
Make sure that the needs of customers are being met or exceeded;
Finding ways to measure customer satisfaction and improve services.
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