Your Responsibilities
Your ability to build, motivate, develop and lead a world class Customer Service team that in-turn delivers world-class service to our customers are the most critical success factors in the role. This role is suitable for individuals who enjoy working with others and have proven ability in building and developing a team. They are passionate about delivering outstanding experiences to customers and possess great passion and determination in solving team, customer and organizational problems.
Leadership and Team Development:
- Team Performance Management: Provide ongoing constructive feedback, coaching, and training to improve individual and team performance.
- Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement.
- Employee Development: identify individual development opportunities and provide support and resources for helping team members accomplish their personal and professional goals.
- Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.
Customer Service Delivery:
- Service Level Management: Ensure customer requests (Phone/Email) are answered promptly and that service level expectations are met.
- Resolving on First Contact: Minimize the need for customers to call back by resolving issues on the first attempt. Identify topics of repeat contact and identify and implement sustainable solutions.
- Deliver and improve Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem resolution. The Team leader understands, analyses and uses customer contacts to analyze root causes to customer issues and implements solutions to resolve them.
- Resolve Customer issues- Be an escalation point of contact and a subject matter expert when employees and customers need help.
Operational Efficiency:
- Call Quality Monitoring: Regularly monitor calls to ensure that company policies, procedures, and compliance standards are adhered to. Provides regular coaching to improve performance.
- Productivity Management: Ensures that great customer issues resolution is delivered in alignment with strong efficiency. Identifies ways to improve efficiency of the immediate team and broader organization.
- Staffing: Plans ahead and optimizes real time capacity management to ensure customers receive on time service.
Collaborative problem solving:
- Own Customer issues: identify, research and resolve complex customer issues, and provide timely and effective solutions to Raisin customers. See the big picture, connect the dots to understand the issue and associated issues better. Demonstrate the ability to handle complex customer issues, escalations, and disputes effectively.
- Decision-making: Make informed decisions that align with Raisin policies and benefit both the customer and the organization. Identify process issues and work across functions to find sustainable solutions.
Communication Skills:
- Internal and External Communication: Deliver clear and effective communication within the team and with other stakeholders internally and externally.
- Customer communication: Ensure that communication with customers meets and exceeds customer and brand expectations. Find ways to improve customer communication to improve satisfaction, reduce customer complaints and improve customer loyalty.