Senior Customer Service Executive 18D25

The Senior Customer Service Executive is a highly skilled and experienced professional responsible for managing and enhancing customer service operations within the organization. This role requires a strategic approach to improve customer satisfaction and meet operational goals. The Senior Customer Service Executive will lead a team of customer service representatives, ensuring they deliver top-notch service while adhering to company policies and standards. The ideal candidate will possess excellent communication and leadership skills, have a strong customer-focused mindset, and the ability to troubleshoot problems efficiently. They will be charged with handling escalated customer issues, analyzing customer feedback, and implementing effective solutions to enhance the overall customer experience.

Responsibilities

• Lead and manage a team of customer service representatives to achieve peak performance.
• Develop and implement strategies to improve overall customer satisfaction metrics.
• Handle escalated customer service issues to ensure prompt and effective resolution.
• Analyze customer feedback to identify trends and areas for service enhancement.
• Collaborate with other departments to address customer concerns and optimize processes.
• Oversee training programs for staff to ensure high service standards are maintained.
• Monitor performance metrics to identify areas of improvement and implement changes.
• Ensure compliance with company policies and governmental regulations at all times.
• Prepare and present reports on customer service operations and performance to management.
• Work closely with the product development team to relay customer feedback and suggestions.
• Establish and maintain effective relationships with key customers and stakeholders.
• Participate in the recruitment and selection process of new customer service staff.

Requirements

• Proven experience in customer service management or a similar senior role.
• Exceptional leadership and team management skills are a must.
• Strong problem-solving abilities with a customer-focused approach required.
• Excellent written and verbal communication skills are essential.
• Ability to analyze data and generate comprehensive management reports.
• Proficient in customer service software and Microsoft Office Suite applications.
• Ability to work under pressure and manage multiple priorities effectively.