MAIN PURPOSE OF ROLE

Summarize the main purpose of the role.

Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.

MAIN RESPONSIBILITIES

•Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.

•Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records.

•Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.

•Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.

•Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are recurring or routine.

•Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work schedules and targets are met.