Senior Customer Services

Job Description:

As a Senior Customer Service Officer, you will be a pivotal member of our customer service team, responsible for overseeing and enhancing the overall customer service experience. Your role will involve not only addressing complex customer inquiries and concerns but also providing guidance to the customer service team. You will play a crucial role in maintaining high customer satisfaction levels and ensuring that the team meets or exceeds performance metrics.

Responsibilities:

1. Lead and mentor a customer service team, resolving complex issues and ensuring adherence to service standards.

2. Foster a positive team environment, encouraging continuous learning and professional growth.

3. Handle escalated customer concerns, providing effective solutions.

4. Develop training programs to enhance team product knowledge and communication skills.

5. Implement quality assurance processes and conduct regular audits of customer interactions.

6. Build strong relationships with key clients and proactively gather feedback.

7. Optimize customer service processes to improve efficiency and satisfaction.

8. Analyze data and performance metrics to identify trends and areas for improvement.

9. Ensure team compliance with company policies and industry standards.

Requirements:

1. Education: Bachelor’s degree in Business, Communication, or a related field. Certifications in customer service or leadership are a plus.

2. Experience: Proven senior customer service experience, with a track record of leading and developing high-performing teams.

3. Leadership: Strong leadership and interpersonal skills, with the ability to motivate and make effective decisions.

4. Communication: Excellent verbal and written communication skills, capable of explaining complex issues clearly.

5. Analytical: Strong analytical and problem-solving abilities, with the capacity to interpret data and provide strategic recommendations.

6. Customer Focus: Passion for delivering exceptional customer service and exceeding expectations.

7. Tech Proficiency: Proficient in customer service software, CRM systems, and Microsoft Office.

8. Adaptability: Ability to thrive in a dynamic, fast-paced environment and adapt to changing business needs.

The information provided will be treated in strict confidence and be used only for consideration of your application for relevant/similar posts within the Group/Company.