A Great Opportunity for ...
- Ensure the customer experience is central to all activities
- Plan and direct the strategy and approach for the Customer Care team responsible for providing rapid-response customer service
- Handling complaints professionally and building customer trust & relationship
- Monitoring progress of issues through resolution, continuously communicating updates to the customers
- Analyzing all incident reports for patterns and report any suspicious activity or trends
- Anticipate potential future issues and develop mitigation strategies for frequently reported issues
- Develop and continuously improve checklists, standard operating procedures and quality control measures
- Technical knowledge of Customer Care Rapid Response protocols and procedures
- Carry out regular training on customer service best practices
- Guide team members to set goals and expectations and ensure teams have tools and resources needed to effectively execute on their responsibilities
- Project management abilities to coordinate with multiple departments to formulate a resolution
- Monthly, Daily report to superiors and handle the assigned special projects of customer service as appropriate