Customer Service Executive at Innovex Solutions

Introduction

We are looking to fill the position of a Customer Service Executive who will lead the customer service initiatives within the organization.

Qualifications

1. 5+ years’ experience with at least 2 years in a supervisory role (8+ team members).
2. Undergraduate degree (minimum).
3. Qualification in Customer Service is an added advantage.
4. Good understanding with hands-on experience in contact center software systems.
5. Experience in working with various contact center touch points e.g. phone, mail, chat, social
6. media etc.
7. Proven ability to leverage defined processes in handling tasks, as well as develop (and
8. continuously improve) said process.
9. Experience in developing, continuously improve, and implement contact center SOPs.
10. Good understanding of the operations of complex organizations.
11. Experience in preparing regular and ad-hoc mgmt. reports e.g. activity reports, staff
12. performance reports etc.
13. Experience in developing and tracking staff KPIs especially in relation to contact center activities.
14. Good and empathetic listener.
15. Excellent communication and presentation skills.
16. Solution oriented with a can-do attitude.
17. Ability to work well with others in a team, as well as team leadership.
18. Ability to manage fast-evolving business needs.
19. Customer-oriented mindset.
20. Ability to learn and articulate product features, benefits, and operations.
21. Proven ability to solve problems in creative ways.
22. Organized, able to multi-task and attention to detail.
23. Ability to build consensus and resolve conflict.
24. Flexible in terms of work hours (both office and home environment), but beyond standard work hours.

What You will do

You will be expected to lead / coordinate (hands-on approach) the Contact Center Team with regard to the following;

1. Receive and analyze client requests and coordinate with other members of organization to have the requests fulfilled.
2. Setup and effectively manage a contact center.
3. Develop and maintain contact center SOPs.
4. Provide timely feedback to clients regarding their requests to the organization.
5. Resolve client issues and escalate within the department or to other departments when required.
6. Assign day to day tasks to the Customer Service team members.
7. Identify gaps and challenges of the organization’s products and recommend improvements.
8. Prepare regular Customer Service status reports and share them with management as well as other stakeholders.
9. Coordinate people, processes, and resources to ensure that customer service operations run smoothly and result in high levels of customer satisfaction.
10. Participate in project activities e.g. requirements gathering and analysis, software testing etc. to ensure that products meet the organization’s customer service requirements.
11. Recruit, train, mentor, appraise junior staff in the job.
12. Make technical decisions within area of operation.
13. Ensure that the Customer Service team meets the organization’s operational requirements and targets.