Customer Service Manager
- Extensive experience of XX years in developing and implementing customer service policies and procedures; defining and communicate customer service standards; reviewing and assessing customer service contracts; overseeing the achievement and maintenance of agreed customer service levels and standards
- Gained significant experience in providing customer service support; working knowledge of customer service software, databases and tools; excellent knowledge of management methods and techniques; awareness of industry’s latest technology trends and applications
- Adept in overseeing all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality; implementing effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
- Skilled in overseeing the customer service department and ensuring the company or corporation delivers the highest level of customer service possible; monitoring and measuring service metrics and utilize to develop standards, improvements, or changes to process