CV
Emirates Consulting Group
We are looking to hire an exemplary to coach our service staff to deliver exceptional customer service. The customer service supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Strategizing and monitoring the daily activities of customer service operations.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies.
- Investigating and solving customer service complaints.
- Assisting with the development and implementation of service policies, and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
- Performing additional duties where needed.
- Manages and trains customer service managers.
- Hires and onboards new customer service managers.
- Creates customer service processes and procedures.
- Evaluates phone, email, and chat conversations.
- Investigates customer service issues as needed.
- Conducts customer surveys and focus groups.
- Completes customer service analytics reports.
- Makes data-driven recommendations.
- Uses popular customer service software.
- Monitors daily customer service team output.
QUALIFICATIONS
- High school diploma, GED, or suitable equivalent.
- 2+ years of work experience in a similar position.
- Proficient knowledge of customer service, and standard office practices and procedures.
- Proficient computer skills.
- Proficient standard office equipment skills.
- Outstanding communication skills, both written and verbal.
- Strong people skills.
- Excellent phone etiquette.
- Outstanding organizational skills.
- Available to work shifts.