- 경험
- 3년 이상
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 1주 전
- 작업 모드
- 사무실에서
- 재개하다
- 신청 시 필수 사항
당신이 일하게 될 곳
직무 설명
Overview
The National Service Manager is responsible for leading and supporting a team of customer service employees, ensuring efficient handling of customer inquiries and resolution of complaints.
Leadership Responsibilities
- Recruit entry-level customer service staff.
- Provide comprehensive training on company policies, procedures, and best practices.
- Manage schedules and work assignments for the customer service team.
- Conduct regular, constructive performance reviews.
- Implement disciplinary actions and terminations in line with company guidelines.
Key Duties
- Supervise assigned customer service representatives to ensure adherence to quality standards.
- Monitor communications, including calls and other correspondences, between staff and customers.
- Keep the team updated on new products and service changes.
- Gather and analyze data related to customer complaints and inquiries.
- Generate monthly performance reports for the team.
- Create knowledge resources such as FAQs and summary documents.
- Identify and propose enhancements to customer service procedures to management.
- Support budget planning for the customer service department.
- Engage in other related tasks including overseeing service operations at dealer and customer sites.
- Develop and disseminate training content for dealer service staff.
Required Qualifications and Skills
- Strong leadership and supervisory capabilities.
- Excellent verbal and written communication skills.
- In-depth understanding of customer service principles and procedures.
- Highly organized with a keen attention to detail.
- Skilled in resolving customer issues professionally and calmly.
- Ability to mentor and coach customer service teams effectively.
- Proficient in Microsoft Office Suite or equivalent software.
Education and Experience
- Minimum of three years’ experience in customer service.
- Prior supervisory experience is an advantage.
Physical Requirements
- Ability to remain seated for extended periods while working on a computer.
- Capability to lift objects weighing up to 15 pounds occasionally.