The Customer Relations Senior Supervisor will handle a team of Customer Relations team members to build successful and long-term relationships with our customers by delivering high quality after-sales service that exceeds expectation.
Key Responsibilities:
- Ensure proper coordination with clients, in-house designers, project coordinators, technicians, and installers regarding after-sales service issues and schedules.
- Identify optimal solutions to customer concerns and ensure prompt resolution to customer complaints.
- Recommend strategies that would improve the quality of service, productivity and profitability
- Evaluate service quality and customer satisfaction using identified service metrics
- Manage the performance and output a team of Customer Relations Associates. Conduct performance evaluations of team.
- Identify, suggest, and implement process improvement projects to improve team productivity and customer experience
- Update internal knowledge base with relevant information and lead the training of new team members
- Understand the company’s overall goals and implement projects within the department in order to support overall business goals
- Manage and negotiate between senior level stakeholders internally in order to resolve any concerns and issues
- Liaise directly with senior management team
- Handle VIP clients
Qualifications:
- Must have a Bachelor’s Degree from any reputable university
- With at least 6 years of experience in customer care and service
- Highly experienced in using MS Office.
- Must have excellent communication, customer service, and people skills.
- Must be patient, hardworking and can work well under pressure.
- Must have the ability to collaborate effectively with cross-functional teams