ONEX LLC
Armenia
Industry:
Logistics/Courier
Number of Employees:
50-200
Type:
LLC/OJSC/CJSC
Date of Foundation:
2015
Customer Service Operations Manager
Full time
Yerevan
Employment term Permanent
Category Sales/service management
Job description:
As our Customer Service Operations Manager, you’ll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you’ll create on customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company.
Job responsibilities
- Developing and maintaining customer service standards for employees to follow
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Ensuring that customer complaints are handled promptly and fairly
- Evaluating customer satisfaction levels to determine areas for improvement
- Analyzing data to identify trends or opportunities for improvement in customer service
- Scheduling staff to ensure adequate coverage at all times
- Reviewing customer feedback to identify opportunities for improvement
- Managing the performance of customer service staff by providing coaching and feedback
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
- Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
Required qualifications
- At least 5 years of managerial experience
- Excellent organizational skills
- Excellent leadership skills
- Excellent communication skills
- Excellent problem-solving skills
- Excellent knowledge of Armenian, English and Russian (both written and oral)
- Good understanding of company's service sphere and online shopping specifications
- Tech-savvy
- Proactive
- Experience with CRM systems and helpdesks
Soft skills
Leadership skills
Organizational skills
Communication Skills
