代寫Customer service staff Delegate and coordinate team

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    • 代寫Customer service staff Delegate and coordinate team
    BizOps position description and selection criteria
    © Aspire Training & Consulting
    Page 1 of 2
    Job title: Customer Service Manager
    Reporting to: Managing Director, Retail Operations
    Salary: Total package including base salary, superannuation, commissions or benefits: $95,000 p.a.
    Hours: Full-time permanent
    Location: Head office
    Purpose of the position
    Plan, coordinate and control the activities of the customer service team to meet the needs of customers, maintain and enhance customer relationships, and meet organisational and operational objectives.
    Develop procedures, establish standards and administer activities to assure accurate order entry, efficient shipment tracking, and timely delivery of products to customers.
    Responsibilities and duties
    • Develop and implement customer service policies and procedures and oversee the achievement and maintenance of agreed customer service levels and performance standards.
    • Develop processes to identify customer problems, requests and special needs, resolve them effectively and within negotiated timelines, and handle complex and escalated customer service issues.
    • Analyse relevant data to determine customer service outputs.
    • Coordinate and manage customer service projects and initiatives.
    • Work closely with marketing and sales and production departments to reduce order cycle times and improve fill rates while controlling the cost of serving customers.
    • Evaluate and performance manage staff.
    Key performance Indicators
    • KPI 1: Ensure customer service policies and procedures are regularly reviewed and maintained.
    • KPI 2: Respond, or delegate responsibility, to ensure customer issues are dealt with promptly, efficiently and satisfactorily to both the customer and BizOps.
    • KPI 3: Review and maintain customer management systems.
    • KPI 4: Ensure a range of customer service initiatives are developed and implemented successfully.
    • KPI 5: Work effectively with other departments an own staff to maintain efficient work practices and competence.
    BizOps position description and selection criteria
    © Aspire Training & Consulting
    Page 2 of 2
    Document date: June 2015
    Academic and trades qualifications
    Essential Desirable
    Relevant bachelor degree BSBCUS501 Manage quality customer service
    BSBMGT516 Facilitate continuous improvement
    Work experience and skills
    Essential Desirable
    Minimum three years customer service
    experience
    Customer service experience at team leader or
    supervisory level
    Personal qualities and behavioural traits
    Essential Desirable
    In-depth knowledge of customer service
    principles and practices
    BizOps product knowledge
    Leadership skills High personal standards
    Excellent written and verbal skills
    Excellent interpersonal skills, including the ability
    to manage people from varied backgrounds;
    handle conflict and pressure; empathy;
    persuasion
    Proficiency in CRM systems
    Proficiency in MS Office applications
    Self-management skills
    Relationships
    Personnel Purpose
    Nancy Tooket: Managing Director, Retail
    Operations
    Report directly to this person
    Customer service staff Delegate and coordinate team activities, and
    assess team and individual performance
    代寫Customer service staff Delegate and coordinate team