Managing the CSS team’s daily requirements in relation to the completion of their assigned tasks in order to achieve the department’s objectives and goals.
Conduct a monthly Customer Service Team meeting with minutes and action items to follow up on.
Monthly KPI reports for Customer Service Specialists are reviewed.
Collaborate with other departments to design and implement group, department, and corporate goals.
Should solve issues and able to balance the communication between operations team and customer service team
Manage the team’s workload effectively, balancing priorities and resource availability. Ascertain that there is adequate coverage to deliver timely, efficient, consistent, and individualized service to both internal and external consumers.
Assess CSS contribution and skill levels.
A suitable degree or diploma is required.
Minimum 5 years of experience managing a team of customer service officers
Delighting the Customer, Anticipates and attempts to exceed customer expectations.
Interpersonal and communication abilities are essential.