Long Description Job Summary
To lead the customer Service, Call Center & QC function for the Home Division
and to improve customer satisfaction, drive customer loyalty and deliver
improved profitability. The development of the Customer Service team is also a
key success factor. This key role will provide the daily coaching to drive
efficiency in sales and operations and deliver a world class experience for
our customers
Job Responsibilities
* Lead and Manage across Customer Service Call Center and Quality Control functions to identify opportunities and implement solutions to improve the customer experience including on-time delivery, responsiveness, quality, after sales and technical support.
* Fully understand all internal and external legislation relevant to the role
* Observe and coach staff to improve standards, knowledge, skills and behaviours
* Provide weekly, monthly reports on the performance of managed functions,
* Ensure quality and consistency in the process of customer handling in the end to end process
* Positively contribute to the overall objective of the customer service index and profit objectives; And to the Process of continuous improvement
* Design & Deliver workshops and trainings for new starters and refreshers training to current staff on regular basis
* Create effective customer service procedures, policies, and standards.
* Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
* Champion opportunities to consistently improve the Quality, deliver an enhanced customer experience at all customer touch points
* Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance the Safat Home Customer Experience.
* Implement an effective customer loyalty program.
* Maintain accurate records and document all customer service activities and discussions.
* Assess service statistics and prepare detailed reports on your findings.
* Hire and train new customer service agents.
* Manage the approved budget of the customer service department.
* Stay informed on the latest industry techniques and methods
Candidate Requirements
* 10 years retail experience or product knowledge preferred
* Strong organizational skills, detail oriented, and the ability to handle multiple priorities
* Excellent people management skills
* Planning, organising and leadership abilities
* Team player
* Analytical and computer literate
* Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
* Excellent attention to detail, diligent and methodical approach to work
* Experienced in training, coaching and developing others
* Quality focused and result driven
* Excellent communication skills
Education
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