QSSK-FCM-CSM-Customer Service Manager at Q-Sourcing Servtec Group

Job summary:
The Customer Care Specialist is responsible for implementing all aspects of customer support and service across all channels within the Country. The role holder is also responsible for supporting the end-to-end cycle of all customer experience touchpoints and implementing cross-functional initiatives to enhance customer journeys.

DUTIES & RESPONSIBILITIES:

1. Identification of Customer Concerns
2. Support customer needs and provides recommendations that contribute to customer service enhancements
3. Implement effective processes to monitor customer issues and feedback to better understand key concerns
4. Implement and support customer satisfaction and experience surveys to help identify specific customer satisfaction drivers
5. Understand all aspects of operations as well as industry trends and opportunities in order to improve, prioritize and leverage customer experience programs
6. Customer Experience Improvement
7. Contribute to the design and implementation of customer experience improvement programs in collaboration with Customer Care Manager
8. Coordinate with internal stakeholders and Customer Care Manager to identify and develop customer service management best practices
9. Implement a structured Customer Relationship Management (CRM) process, including sales analysis, after-sales follow up, and future contact cycles in order to enhance customer retention strategies
10. Support mystery shopping activities and ensure adequate information is collected and analyzed
11. Execute end-to-end management of customer care projects

Human Capital Responsibilities

1. Proactively identify and seek professional development opportunities to improve leadership and technical skills pertaining to the direct line of work
2. Apply and follow our client’s Retail’s Human Capital corporate policies and relevant procedures and instructions
3. Provide training and feedback to direct reportees when required

KNOWLEDGE, SKILLS, AND EXPERIENCE:

1. Minimum Bachelor’s Degree in Marketing, Business Administration, Commerce or relevant
2. 8+ years in a similar position
3. 5+ years of experience working within the retail industry
4. Strong analytical and technical skills
5. Project management
6. Strong communicator and presentation skills
7. Excellent organizational and time management skills