You will be working as an Assistant Manager in the Customer Relationship Management (CRM) department. Your primary responsibility will be to oversee customer service representatives and ensure that customers receive efficient and satisfactory service. You will assist representatives in managing disappointed customers and devise solutions to resolve customer issues promptly. Interacting with customers via phone, email, and the company website will be a crucial part of your role. During busy periods, you will provide support to representatives and make sure that they adhere to company policies and procedures. Using social media to promote the company's products and services will be part of your duties, along with escalating customer complaints to upper management as needed. Collaborating with vendors and partners, generating reports for upper management, and assisting in creating and updating call scripts for representatives are also key responsibilities. You will maintain a customer database for follow-up and service purposes, analyze customer evaluations to identify areas for improvement, and train newly hired representatives on customer service protocols, equipment, and software. To excel in this role, you must possess exceptional customer service skills, strong interpersonal abilities, and active listening skills. Proficiency in MS Excel, keen attention to detail, and the ability to multitask effectively are essential. Demonstrating excellent management and leadership skills is crucial, along with prior experience in managing customer service teams. Additionally, you will be responsible for listening to recorded interactions between representatives and customers to enhance training and provide corrective feedback as needed.,
As an Assistant Manager in the Customer Relationship Management (CRM) department, you will oversee customer service representatives to ensure efficient and satisfactory service to customers. Your responsibilities will include: - Managing disappointed customers and devising solutions to resolve customer issues promptly - Interacting with customers via phone, email, and the company website - Providing support to representatives during busy periods and ensuring adherence to company policies - Using social media to promote the company's products and services - Escalating customer complaints to upper management - Collaborating with vendors and partners - Generating reports for upper management - Assisting in creating and updating call scripts for representatives - Maintaining a customer database for follow-up and service purposes - Analyzing customer evaluations for areas of improvement - Training newly hired representatives on customer service protocols, equipment, and software To excel in this role, you must have exceptional customer service skills, strong interpersonal abilities, and active listening skills. Proficiency in MS Excel, keen attention to detail, and effective multitasking abilities are essential. Prior experience in managing customer service teams and demonstrating excellent management and leadership skills are crucial. You will also be responsible for listening to recorded interactions between representatives and customers to enhance training and provide corrective feedback as needed.,