Develop and implement customer service policies and procedures
Define and communicate customer service standards
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Track customer complaint resolution
Handle complex and escalated customer service issues
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Co-ordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Train the service personnel time to time on new procedures implemented (ref:updazz.com)
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