Oversee the Customer Experience Center

Oversee the agency assigned for Customer Experience and ensure they comply with company guidelines particularly related to quality of service.

Monitor and review calls or other correspondence between representatives and customers.

Employ marketing analytics techniques to gather important leads from our digital platforms (social media, web analytics, rankings etc.

Ensure that representatives are informed about changes to company products and services.

Collect data and prepare reports on customer complaints and inquiries.

Prepare monthly reports summarizing the assigned customer service team’s performance.

Prepare knowledge-based documents such as summaries and responses to frequently asked questions.

Identify opportunities to update or improve customer service procedures and make recommendations

Track prospect interest, facilitate acquisition and track conversion

Assist with budget preparation for the Call Center

Requirements

 

Technical

Bachelor’s degree preferred.

At least three years of experience in a Call Center

Previous experience in a supervisory role preferred.

 

            2.Personal

Excellent management and supervisory skills.

Excellent verbal and written communication skills.

Extensive knowledge of customer service procedures and principles.

Organized with attention to detail.

Ability to resolve customer complaints and issues.

Ability to coach and mentor customer service representatives.

Proficient in Microsoft Office Suite or related software.