Service Executive @ Hearing

Job Description

Manage the Customer Service Support team to respond to customer inquiry with accuracy and urgency- with an emphasis on improving service levels, increasing customer satisfaction, and improving resolution time and other key metrics.
Recruit new and mentor existing team members by assessing training and development needs
DAY-TO-DAY RESPONSIBILITIES:

Managing a high-volume service escalationfrom centers and data entry team
CRM Management-
Serve as an escalation point for critical customer issues; serve as a liaison to other internal departments and stakeholders.
Warranty claims management. Manager will drive the overall resolution time reduction of warranty claims, demonstrate cost control manage outsourced vendors.
Manage and measure the effectiveness of the customer service department, providing status updates to leadership.
Develop, own, and execute an effective staffing plan for Customer Service using data driven forecasting techniques.
Maintain and improve in-depth product knowledge, as well as understanding of company systems and processes.
Enabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable and removing roadblocks
Knowing the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve
Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department
Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback

KEY RELATIONSHIPS:

External Customers, Sales, Manufacturing, Quality, Engineering, Supply Chain

Qualifications

Bachelors degree in Business or related field
Minimum of 2 years of experience managing a large, complex, customer service team
Demonstrated experience attracting, developing and retaining outstanding talent
Ability to motivate, energize, align and promote change in others related to a common purpose and objectives.
Demonstrated ability to quantify and drive customer experience performance improvement (i.e KPIs; etc.)
Strong problem-solving skills and ability to apply quantitative approach to measuring customer experience, product usage and customer satisfaction to drive improved performance
Outstanding communication skills, both oral and written with excellent presentation skills
CRM & MS-office, Advanced Excel Experience a plus

Employement Category:

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Keyskills:   customer service service availability warranty management warranty analysis warranty handling escalation process