Customer Service Executive: Non-Voice Process

Customer Support Executive Responsibilities

Manage a team of representatives offering customer support.
Oversee the customer service process.
Resolve customer complaints brought to your attention.
Create policies and procedures.
Plan the training and standardisation of service delivery.
Monitor the work of individual representatives and of the team.
Conduct quality assurance surveys with customers and provide feedback to the staff.
Possess excellent product knowledge to enhance customer support.
Maintain a pleasant working environment for your team.
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.