Customer Service

Help Desk Manager Responsibilities Include:
  • Managing the help desk team and evaluate performance
  • Ensuring customer service is timely and accurate on a daily basis
  • Recruiting, training and supporting help desk representatives and technicians
Job Brief

We are looking for a qualified Help desk manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a Help desk manager, you should have a solid technical background combined with customer service experience.

A problem-solving attitude with an ability to motivate your team to achieve specific goals is essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities
  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
Requirements
  • Proven work experience as a Help desk manager
  • Hands on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • BSc degree in Computer Science, Information Technology or relevant field
Call Center Manager Responsibilities Include:
  • Developing objectives for the call center’s day-to-day activities
  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)
Job Brief

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and results-driven professional.

They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management
Requirements
  • Proven experience as call center manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient
  • High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Customer Service Representative Responsibilities Include:
  • Managing incoming calls and customer service inquiries
  • Generating sales leads that develop into new customers
  • Identifying and assessing customers’ needs to achieve satisfaction
Job Brief

We are looking for a customer-oriented service representative. What does a Customer Service Representative do? A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary.

Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction

Responsibilities
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
Requirements
  • Proven customer support experience or experience as a client service representative
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school degree