CS Manager
JOB DESCRIPTION:
- Closely follow voice of customers and improve the service to make customers happy.
- Monitor and audit the service quality, and have improvement plans to meet KPI targets.
- Take ownership of customer issues, and timely report incidents or trouble to related dept.
- Handle serious complaints and make case studies S. Recruit, train/test, briefing, mentor CS so as to have them meet the best service quality.
- Make CS reports and incident report.
- Develop service procedure, policies and standards, and also optimize the knowledge management.
- Contribute the ideas of product/service/system improvement.
- Make KPI plans and score CS performance
- Bachelor/College Degree relevant field.
- 2 or more years of proven CS managerial position.
- Customer- Centric Attitude.
- Good in communication skills (oral & written) — English & Mandarin.
- Good motivator and ability to supervise and lead the team.
- Creative thinking, able to come-up with new ideas to improve customer service standards.
- Ability to work well under pressure.
- Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations.
- Listening skills to understand exactly what customers require.
- Problem solving skills
- Knowledgeable using CRM platform or related tools.