122102 - Customer Services Manager Plan, direct and coordinating the customer service management; develop the customer service standards to ensure that the customer needs and expectations are satisfied; and manage the escalated queries in person.
Main Tasks:
Manage the customer service department within the facility.
Develop the customer service policies and standards and supervise their implementation.
Analyze the sources of recurring customer service problems; identify the potential solutions; and coordinate the resources at the facility to improve the customer services.
Handle the escalated customer complaints or queries; issue the orders to provide assistance, refund the customers, pay compensations, or other corrective actions as needed.
Direct the customer service team to assist and advise customers; directly prepare questionnaires to measure the customer satisfaction; implement these questionnaires; and collect the customer service statistics.
Educational Level:
Educational Field:
Management and administration
Skills:
Technical skills:
Customer relationship management software (CRM)
Customer relationship management
