Executive - Customer Service

SARJAK Container Lines is looking for Executive - Customer Service to join our dynamic team and embark on a rewarding career journey

Customer Support Management:Supervising and guiding customer service representatives in their daily tasks and ensuring high-quality service delivery

Handling escalated customer inquiries, complaints, or complex issues to achieve satisfactory resolutions

Implementing strategies to improve customer experience and satisfaction levels

Team Supervision and Training:Hiring, training, and mentoring customer service staff to ensure they possess the necessary skills and knowledge to assist customers effectively

Setting performance goals, conducting performance evaluations, and providing feedback to team members

Process Improvement:Identifying areas for process improvement within the customer service department to enhance efficiency and effectiveness

Developing and implementing customer service policies, procedures, and standards

Metrics Monitoring and Reporting:Monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer feedback to assess team performance

Generating reports on customer service metrics and presenting findings to management

Customer Relationship Management:Cultivating positive relationships with customers, addressing their needs, and ensuring their satisfaction with products or services

Collecting and analyzing customer feedback to identify trends and areas for improvement

Cross-Departmental Collaboration:Collaborating with other departments such as sales, marketing, and product development to relay customer insights and contribute to improving overall customer satisfaction

Skills and Qualifications:Customer Service Expertise: Strong understanding of customer service principles, practices, and strategies

Leadership Skills: Ability to lead and motivate a team, set goals, and drive performance

Communication Skills: Excellent verbal and written communication for effective interaction with customers and team members

Problem-Solving: Capacity to handle customer issues, find solutions, and make decisions under pressure

Analytical Skills: Ability to analyze data, metrics, and trends to drive improvements in customer service