Executive - Customer Service 21D25

As an Executive in Customer Service, you will be pivotal in enhancing customer satisfaction and driving customer loyalty. Your role is crucial in bridging the gap between the company and its customers, ensuring all inquiries are handled with the utmost professionalism and efficiency. You will guide and support the customer service team to resolve issues and provide exceptional service. Your ability to empathize with customers and communicate effectively will be essential in managing and improving customer interactions. The ideal candidate will have a keen sense of detail, excellent problem-solving skills, and a proactive attitude to anticipate and address potential issues before they escalate.

Responsibilities

• Oversee daily operations of the customer service department to ensure high efficiency.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Address customer inquiries and complaints with a positive and helpful attitude.
• Coordinate with other departments to ensure customer issues are resolved promptly.
• Train and mentor customer service representatives to enhance their performance.
• Monitor customer interactions and feedback to identify areas for improvement.
• Manage and analyze service metrics to improve customer service processes.
• Prepare detailed reports on customer feedback and service trends for management.
• Develop policies and procedures to ensure consistent service delivery standards.
• Assist in resolving escalated customer service issues in a timely manner.
• Stay updated with product knowledge and service changes to assist customers better.
• Facilitate communication between customers and relevant internal departments effectively.

Requirements

• Bachelor’s degree in Business Administration or related field is preferred.
• Proven experience in a customer service or customer relationship role is essential.
• Excellent verbal and written communication skills are a must.
• Strong problem-solving skills with the ability to multitask effectively.
• Excellent leadership abilities with the capability to inspire a team.
• Proficiency in Microsoft Office Suite and customer service software required.
• Ability to handle stressful situations calmly and professionally at all times.