Cydene

Technical Customer Service Officer

Cydene ·
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Department
Customer Service - CLtd
Applications Received
417

Job Title: Customer Service Officer


RESPONSIBILITIES:


Strategic

·      Take ownership of customers issues and follow problems through to resolution

·      Set a clear mission and deploy strategies focused towards that mission

·      Develop service procedures, policies and standards

·      Turn prospective Clients to actual Clients

·      Enhance the First Call Resolution

·      Identify new tools and technologies to better serve the customer

·      Drive better sales through service


Operational

·      Keep Accurate records and Document Customer Service actions and Discussions

·      Analyze Statistics and Compile Accurate Reports

·      Keep ahead of Industry’s developments and apply best practices to areas of improvement

·      Control Resources and utilize assets to achieve qualitative and quantitative targets

·      Work Effectively with all peers to negotiate and influence customer improvements

·      Organize Training sessions for client representatives in order to enhance product knowledge.

·      Manage Company / Customer’s contact list system



PERSON SPECIFICATION:

· BSc degree in Computer Science or a related field

• Proven Experience in providing customer service support

• Working knowledge of customer service software, databases and tools

• Awareness of industry’s latest technology trends and applications

• Able to use these relationships to deliver service improvements

· Proven Experience in providing customer service support

· Working knowledge of customer service software, databases and tools

· Awareness of industry’s latest technology trends and applications

· Customer service orientation

· Tech savvy and ability to resolve first line issues to customers

· Able to use these relationships to deliver service improvements


Requirements

1. We need someone who has experience handling phone/email support in a call center environment.

2. We need someone that is flexible with timing.

3. Must be available at least 1 day of the weekend.

4. Must be Tech savvy.


KEY PERFORMANCE INDICATORS:

·  Increased response time to resolve complaints

·  Maintain 100% of customer base.

·  Quality of Customer Feedback

·  Average Response & Resolution time of customers complaints

·  Increased number of acquired reviews

  Improved Customer retention Rate