Senior Customer Service Executive - Quality

Position Summary

The Senior Customer Service Executive is responsible for enforcing the operation’s goals, policies and procedures, implements standards, supports the Customer Service Executives, handles escalations and monitors the cue.

Responsibility Description

Monitor Calls and Support Executives

• Manage and direct the daily activities of Customer Service Executives 
• Lead, plan and manage functions concerned to the group
• Provide support or offer advice on any given situation of the group
• Attend follow up calls and resolve customer complaints and questions
• Ensure appropriate support and training to apply the best practices within standards of the organization
• Acts as a source of information and answers questions of the Executives
• Reviews call recording and proactively monitor call logs for quality assessment and accuracy.
• Manages Executives Schedules based on requirments and supervisor. 
• Handles Escalation of Customer Calls or other contacts where required. 
• Participate as an agent during peak periods of incoming call volume. 

Maintain Work-Related Records

• Maintain timely updating of work-related metrics such as individual daily target, attendance, daily activities etc. in the records sheet provided by the Supervisor
• Prepares and directs scheduling, monitors agents’ attendance, schedules Shifts & breaks as necessary.
• Adheres to the work-plan provided by the supervisor while undertaking routine activities
• Track the performance of the Customer Service Executives

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Maintains Customer Information Confidentiality

• Sets guidelines for executives towards customer information security for collecting, processing, and recording information collected from the customer in the course of routine operations

Self-Development

• Strives to achieve the highest levels of proficiency in all the competencies and skills required to perform the role.
• Identifies the training and development requirements for self and agrees with the manager to ensure that the required training courses are arranged and attended.
• Sets the performance goals in the beginning of the year after discussion   with the manager and ensures that the goals are achieved during the course of the year.

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Policies, Systems, and Procedures 

• Provides feedback regularly on the effectiveness and soundness of policies and procedures of Customer Support.
• Ensures that policies and processes fulfil all procedural/legislative requirements while delivering a quality, cost-effective service.
• Understand and embrace the corporate information security framework and perform duties according to the policy, procedures, standards, and guidelines.

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Quality Management and Continuous Improvement 

• Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service.
• Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering best practices, improvement of business processes, cost reduction and productivity improvement. 

Academic/ Vocational Qualifications

• Minimum bachelor graduate or equivalent required

Work Experience

• Minimum 4 -6 years of customer service experience required.
• Excellent communication and interpersonal skills

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