Service Executive

Job brief

We are looking for a qualified Service Executive to manage a team of representatives who will offer excellent customer service and after-sales support. He/She will be responsible for the selection of staff in the hiring process and ensure that a standardized level of service is maintained for all customers.

To be successful as a Service Executive, he/she should display excellent interpersonal and communication skills as well as a professional appearance. These skills will prove invaluable when mentoring the representatives in your team and mediating with customers. He should possess a proven track record of successful customer service and management skills.

Responsibilities:

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Managing Manpower
• Resolving customer complaints brought to your attention.
• Creating policies and procedures.
• Planning the training and standardization of service delivery.
• Selecting and hiring new staff.
• Monitoring the work of individual representatives and of the team.
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team.
• Perform root cause analysis and resolve problems.

Requirements:

• A bachelors degree in Administration or related field.
• A minimum of 5 years experience.
• Excellent interpersonal and written and oral communication skills.
• Ability to lead a team.
• Knowledge of CRM systems.
• Computer skills.
• Knowledge of mediation and conflict resolution techniques is preferable.