JOB DESCRIPTIONObjective:Ensure the needs of the customers are not only met but exceeded with the aim of providing excellent customer service, through the management, coaching and development of the teams, ensuring the building on existing values and delivering the customer commitments. Provide leadership, direction and real time management to the customer contact operation in order to deliver service excellence, contractual service level agreements and operational metrics.Responsibilities:
Develop an approach to customer service that reflects the values and exceptional standards of the company
Lead and manage a team of customer service staff through the coaching and development of the manager and team leaders, ensuring that clear KPI`s are developed managed and delivered
Analysing call statistics or other data to determine the level of customer service the company is providing to ensure excellent customer service in line with company values and customer commitments
Reviewing business processes to ensure productivity is the best it can be
Reviewing and developing customer service procedures, policies and standards for the organisation and ensuring smooth and timely implementation.
Writing reports analysing customer service trends and monitoring performance
Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process
Building and developing relationships with customers and understanding their business needs
Playing a key role within the senior management team with the ability to discuss improvements for the area and best methods of implementation
Being involved in staff recruitment when necessary
Performing 1:1`s with key members of your team
Training staff to deliver a high standard of customer service
Learning about the organisation’s products and services and keeping up to date with changes in the market
Managing key supplier relationships and ensuring value for money
Managing departmental budget
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
General Qualifications:
Bachelor’s degree in business or a related field or 2-4 years of experience in retail business
Driven and motivated
Excellent leadership skills and the ability to motivate a junior team
Self-motivated, with the ability to work both individually and as part of a team
Passion for delivering top quality service
Excellent customer service
Effective time management
A warm yet confident telephone manner
Target driven with the passion to drive a team to achieve great results
Business development skills
Flexibility and confidence to step out of the usual comfort zone
A real team player
go to method of application »
Interested candidates should please send their resumes to recruitment@hcdclimited.com
Apply via :
recruitment@hcdclimited.com
