خدمة عملاء – LAZARO SCENT

Key Accountabilities:

• Improve customer service experience to create engaged customers.
• Mentor, Coach and develop CSR and nurture an environment where they can excel through encouragement and empowerment.

Duties:

• Establish an effective customer loyalty program.
• Maintain and increase the revenue of the department.
• Make sure that all teams/sub-departments have been given proficient training.
• Continuously work on team development and improvement plan through coaching and one-on-ones.
• Maintain a healthy environment within the workplace.
• Implement corrective actions needed to meet operational performance.
• Provide guidance to direct reports.
• Analyze and maintain all customers’ SLA.
• Ensure that the department is in compliance with other departments to reach the organizational goals and to ensure smooth workflow.
• Taking ownership and following up on escalations to resolutions.
• Communicate and participate in cross-functional meetings to review the information and to ensure the best quality customer service.
• Analyze statistics or other data to determine the level of customer service through overseeing AHT, RTA, and Abandoned Calls %.
• Create/Improve the SOP of each Line of Business within the department.
• Plan department headcount to guarantee the best utilization of seats.
• Follow up on the overall stock of each branch.
• Monitor team’s adherence/attendance.
• Hold regular meetings with the team.
• Any other task that the manager requires