Head of Customer Service

Daraz

Kathmandu

This job is expired 9 years, 1 month ago

Head of Customer Service

Basic Job Information

Job Category	:	Marketing / Advertising / Customer Service
Job Level	:	mid
No. of Vacancy/s	:	[ 1 ]
Job Location	:	Kathmandu
Offered Salary	:	None
Apply Before(Deadline)	:	May. 13, 2015 00:00 (9 years, 1 month ago)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	Not Required

Other Specification

2-5 years of experience in Customer Service in a management role
Superior communication skills in the local language and fluency in English
Computer Skills CRM Software experience is a plus (Zendesk, Salesforce, call management software etc.)
Excellent interpersonal skills
Analytical skills and ability to multitask
Positive attitude and energy
A track record of developing and implementing delivering continuous improvement in Customer Service

Job Description

The Head of Customer Service is responsible for overseeing the customer service department comprising of 5-8 people and ensuring the company delivers the highest level of customer service possible. He or she supervises, trains, coaches, and mentors customer service agents, builds the most effective system to track complaints / feedback and analyzes the data continuously to improve customer service experience.

Specific Responsibilities:

Investigate customer's problems and find solutions; be the watchdog of customer satisfaction
Hire and train customer service agents
Gather feedback on agents and customer service experience and develop strategy to improve customer experience
Analyze data and statistics to gain insights for improving the customer service department
Handle major incidents that cannot be resolved by agents
Arrange refunds to customers and oversee product exchanges and returns
Implement professional call center solution
Compile reports on overall customer satisfaction

This job has expired.

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