Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants Monitoring the team’s performance and ensures customers are satisfied. Supporting the team by coaching them how to perform the tasks. Handling major incidents that cannot be resolved by agents Plans, prepares, and devises work schedules, according to workloads and new projects. Train agents on how to adequately address problem over the phone and how to write correspondence Rewarding and disciplining employees by appraising their performance Keeping accurate records of discussions or correspondence with customers Analyzing statistics or other data to determine the level of customer service your organization is providing. Implementing production, productivity, quality, and customer-service standards. Advises of potential performance concerns and recommends solutions Ensure regular engagement with Operations and Support Teams and build a strong network Set KPI targets for the local projects on monthly basis & suggest reports’ templates to facilitate workflow.
from Wuzzuf All Jobs http://bit.ly/2xTEHsm
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