Maintain the highest standard of customer service by functionally managing the retail call center, customer service desks in showrooms, and customer service desk at the service center, ensuring a positive and consistent customer experience across all touch points and seamless coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to meet all customer need
• Provide day to day functional management of the retail call center, customer service desks in showrooms, and customer service desk at the service center.
• Develop and continuously enhance customer service policies and procedures across all customer touch points
• Establish and ensure a consistent customer experience across all customer service touch points and maximize customer satisfaction and swift complaint resolution
• Define expectations for service teams regarding service level goals, individuals and team performance goals, quality assurance targets and productivity levels
• Establishing customer service performance metrics; monitor and analyze results; and take corrective action when required
• Define SLAs with all relevant functions and maximize SLA achievement
• Establish effective escalation criteria and procedures and ensure proper implementation
• Define system requirements and oversee implementation for optimal customer service including enquiry/complaint logging, communications with other functions, communication with customer, and resolution mechanisms
• Develop effective tracking and reporting mechanisms for customer enquiries and complaints across all customer service touch points including optimal categorization of customer interactions/complaints.
• Enhance and solidify coordination with all relevant functions (e.g. delivery and installation, service center, showrooms, finance) to address all complaints, meet all customer needs and enhance service delivery.
• Develop and continuously review training material for all customer service agents, supervisors, and managers and ensure effective induction and training sessions are performed.
• Review and evaluate performance, address performance gaps and take corrective action, as needed to ensure team-members are delivering on operational goals.
• Oversee the development of individual and team performance improvement goals aimed at supporting achievement of company objectives.
• Coach, counsel and provide performance evaluations for the team.
Job Details
| Date Posted: | 2016-05-29 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Retail/Wholesale |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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