Location: Yerevan, Armenia
Category: Sales/service management
Type: Full time
Deadline: 29-Mar-19 12:00:00 AM
Salary:
Description
Responsibilities
- Take part in drafting and development of customer service policies, procedures, scripts and standards;
- Maintain the customer service team in accordance with policies and procedures including effective staffing, work planning, corrective action and conflict resolution;
- Supervise and monitor the work of the team to ensure adherence to quality standards, deadlines, and proper procedures;
- Identify and eliminate barriers to accuracy, efficiency, and quality;
- Create solutions for complex customer service issues and become proactive in resolving negative service trends;
- Listen to and resolve customer complaints regarding services or personnel, issuing refunds or compensation to customers;
- Discuss job performance problems with employees to identify causes and issues to work on;
- Provide employees with guidance in handling complex problems, resolve escalated complaints/disputes.
RequiredQualifications
- Master’s degree in Management or related field;
- At least 3 years of customer service/call center experience;
- At least 2 years management experience in relevant field;
- Exceptional skills in using job related software and in data analysis;
- Experience in conceptualizing, planning, developing, and coordinating large scale, complex projects;
- Absolute passion for ensuring a world-class customer experience with every contact;
- Ability to work effectively with individuals at all levels;
- Stress resistance;
- Fluent in English, both written and spoken;
- Excellent oral, written and interpersonal communication skills.
Benefits
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