Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Resolve customer complaints or answer customers' questions regarding policies and procedures. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance. Discuss job performance problems with employees to identify causes, and to work on resolving problems. Coach the employee for the low performance outcome by the suitable tools like monitoring, shadowing and training. Send report to the direct manager for the team performance. Calculate the KPIs for the team and evaluate the strength and weakness for the team.
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