Job Description
Title: MANAGER / DEPUTY MANAGER ( Customer Support )
Company Name: S. Begum & Co.
Vacancy: --
Location: Anywhere in Bangladesh
Minimum Salary: Negotiable
Published: 8 Feb 2024
Responsibilities & Context:
∎ The responsibilities of a Manager or Deputy Manager of Customer Service at an international courier service overseeing all aspects of customer support and ensuring a high level of satisfaction among clients. Here's a detailed list of their job responsibilities:
∎ Team Management: Lead, supervise, and motivate a team of customer service representatives to deliver exceptional service and achieve performance targets.
∎ Customer Query Resolution: Handle escalated customer inquiries, complaints, and issues efficiently and effectively, ensuring prompt resolution and customer satisfaction.
∎ Training and Development: Provide training, coaching, and development opportunities to customer service staff to enhance their skills, product knowledge, and service delivery capabilities.
∎ Quality Assurance: Implement quality assurance processes and standards to ensure consistency and accuracy in customer interactions, including phone calls, emails, and live chats.
∎ Performance Monitoring: Monitor and evaluate the performance of customer service representatives using key performance indicators (KPIs) such as response time, resolution rate, and customer feedback.
∎ Process Improvement: Identify opportunities for process improvement and optimization in customer service operations to enhance efficiency, productivity, and service quality.
∎ Customer Feedback Analysis: Gather and analyze customer feedback and satisfaction data to identify trends, issues, and areas for improvement, and implement strategies to address them.
∎ Cross-functional Collaboration: Collaborate with other departments, such as operations, logistics, sales, and IT, to address customer concerns, resolve issues, and improve overall service delivery.
∎ Service Level Agreement (SLA) Management: Ensure compliance with SLAs and contractual agreements with customers, including response times, resolution targets, and service standards.
∎ Technology Utilization: Leverage customer relationship management (CRM) systems, ticketing software, and other technology solutions to streamline customer service processes, track interactions, and enhance efficiency.
∎ Customer Communication: Develop and implement communication strategies to keep customers informed about their shipments, delivery status, service updates, and any potential disruptions.
∎ Customer Retention and Loyalty: Implement customer retention strategies, loyalty programs, and initiatives to cultivate long-term relationships with clients and enhance brand loyalty.
∎ Complaint Handling and Root Cause Analysis: Conduct root cause analysis of customer complaints and recurring issues to identify underlying problems and implement preventive measures to avoid future occurrences.
∎ Compliance and Regulatory Requirements: Ensure compliance with industry regulations, data protection laws, and company policies in all customer service activities and interactions.
∎ Emergency Response and Crisis Management: Develop contingency plans and protocols for handling emergencies, such as service disruptions, natural disasters, or other unforeseen events, to minimize impact on customers and ensure business continuity.
Employment Status: Full Time
Job Location: Anywhere in Bangladesh
Company Information:
∎ S. Begum & Co.
∎ HOUSE-36, ROAD-10, NIKUNJA-02, DHAKA-1229
Address::
∎ HOUSE-36, ROAD-10, NIKUNJA-02, DHAKA-1229
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 9 Mar 2024
Category: Customer Support/Call Centre
