Senior Executive, Customer Care

Overview:
To manage, lead, and coach customer care team in a positive professional work environment and with the objective fo providing state of the art customer service experience to all customers.

Key Responsibilities:

• Assist the Customer Care Manager for implementation of departmental strategy and to achieve departmental objectives
• Understands, communicates and works to achieve the objectives of the company
• Directs customer care executives while ensuring optimum levels of customer service.
• Develop daily tasks priorities for the team
• Responsible for fostering growth of relationships with the customers.
• Supervises executives in operational functions required to maintain compliance with departmental policies and procedures
• Assists in the job training and cross-training of the customer service staff.
• Responsible for all types of intercations with the customer (walk-in, telephonic, written)
• Responsible for analyzing all customer issues and exception requests and suggesting solutions
• Responsible for Customer Retention
• To make sure that all customer service related activities are being done with in the bench- marked time.
• Responsible for resolving all customer grievances involving compensation. 
• Responsible for overseeing the payment collections. Ensuring maximum recovery of quarterly installments.
• Documenting processes and procedures followed in the customer care and property transfer department.
• Reviewing Reports of all the activities carried out on daily, weekly and monthly basis.
• To ensure proper administration and discipline at  Customer Care.

Key Performance Requirements:

• To be a rouble shooter who can diagnose situations & devise solutions
• To lead and motivate the team of customer care executives
• To ensure effective implementation of company polices & procedures at  Customer Care.

Personal Attributes:

• Ability to work independently as well as lead and motivate  a team
• Leadership skills
• Innovative, proactive and customer focused
• Work well in a pressure situation
• Self-motivated and flexible
• Integrity
• Interpersonal Skills

Knowledge/ Skills:

• Leadership/People skills
• Good planning and organizing skills
• Excellent communication skills in English (both verbal & written)
• Teambuilding skills
• Excellent computer knowledge
• Knowledge on corporate culture and values
  

Education
Must	Degree	Degree Level	Country	Description
	MBA	Masters Degree	Pakistan