Customer Service Manager - 3 months contract
- Expired: over a month ago. Applications are no longer accepted.
- Responsible to lead 15 contact center/ BO advisors. Lead customers through a variety of channels including telephone (both inbound and outbound), email, and written correspondence
- Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence
- Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio
- Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries.
- Liaison with the training team to enable your team to build rapport and determine appropriate solutions for the customer.
- Collaborate with colleagues across multiple departments to provide a high-quality service to customers
- Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
- Ability to handle complaints and customer concerns where appropriate
- Excellent customer service, negotiation, and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
- Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads
- Work effectively with a team, recognizing how teams can deliver great results
- Develop SOP's, provide training and support testing during new project initiation
- First level support for general inquiries and customer support, including Inbound voice, Complaints, and escalation handling
- Recognize individual customer service needs and resolve any partner concern enquiry
Abacus Serivice Corporation
Abacus Service Corporation is a nation-wide staffing firm based out of Farmington Hills, Michigan that services Fortune 500 companies in varying industries across the US. This is a full-time position offering excellent benefits such as medical, dental, vision, long and short term disability, life insurance, FSA and 401k options.