Senior Customer Service Executive (225-903)

A Senior Customer Service Executive plays a vital role in maintaining high levels of customer satisfaction within an organization. This position involves overseeing and enhancing the customer service operations, ensuring that the team provides excellent service that aligns with the company’s standards and client expectations. The executive will be responsible for implementing strategies to improve service delivery, handling complex customer interactions, and leading a team of customer service representatives. With an in-depth understanding of customer service guidelines, the ideal candidate is expected to manage escalations effectively and work towards achieving service management objectives efficiently. They will also be tasked with identifying opportunities for process improvement, developing training programs for staff, and maintaining the team’s performance metrics. A successful Senior Customer Service Executive will exhibit strong leadership skills, profound communication abilities, and a deep-seated commitment to fostering positive experiences for customers.

Responsibilities

• Lead and motivate a team of customer service representatives to achieve targets.
• Develop strategic service procedures, policies, and standards to enhance performance.
• Oversee daily operations to ensure an exceptional customer service experience.
• Handle complex and escalated customer service inquiries and resolve efficiently.
• Monitor and report on customer service operational performance and KPIs.
• Conduct training sessions to improve team’s product knowledge and service skills.
• Manage and optimize service channels to maximize customer satisfaction.
• Collaborate with other departments to streamline customer interaction and feedback.
• Analyze customer feedback and develop strategies to improve service delivery.
• Implement customer feedback systems to ensure service improvements are addressed.
• Actively involve in recruiting, hiring, and performance appraisal processes for staff.
• Foster a customer-focused culture within the service department and the organization.

Requirements

• Bachelor’s degree in Business Administration, Management, or related field preferred.
• Proven experience as a Senior Customer Service Executive or similar role is essential.
• Excellent leadership and interpersonal skills to manage a diverse team.
• Strong problem-solving abilities and capacity to work in a fast-paced environment.
• Exceptional written and verbal communication skills required for effective interaction.
• Proficient in customer service software, CRMs, and reporting tools for efficiency.
• Analytical skills to assess performance metrics and drive data-backed decisions.