Customer Service Leader

Responsibilities:
• Has intimate knowledge of customer needs and ability to provide solutions.
• Work with the Customer Service Manager initiatives to develop and implement service initiatives to improve the customer experience.
• Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.
• Analyze sources of service failures, identify probable root causes and recommend solutions.
• Continuously encourage/enable customer service team members to solve customer inquiries and complaints.
• Manage daily customer complaints and ensure timely resolution.
• Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
• Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.
• Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.
• Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implementing those improvements.