Customer Care Team Job Description
Customer care team
provides day-to-day supervision to the Customer Care Billing specialist team, ensuring that staff is adhering to departmental procedures and ensuring timely and accurate work of the staff.
Customer Care Team Duties & Responsibilities
To write an effective customer care team job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care team job description templates that you can modify and use.
Sample responsibilities for this position include:
Coach the Customer Care team to be efficient, innovative and profitable
Insures equal distribution of work volumes, creating team environment
Establish guidelines for additional procedures and bring to the attention of senior management
Insure timeliness of all DMS procedures
Coordinates and facilitates individual and team meetings to set goals, discuss progress, and identify opportunities for improvement
Manage workload by allocating team resources in line with peak periods, vacation, (capacity planning)
Follow procedures with sub-contractors
Organise the team
Provide performance feedback and coaching on a regular basis to each team member in a constructive manner
Act on Call Monitoring feedback provided by Quality team in order to enhance and improve Support Specialist’s performance
Customer Care Team Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Customer Care Team
Typically a job would require a certain level of education.
Employers hiring for the customer care team job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Education, General Education, Technical, Associates, Performance, Liberal Arts, Business/Administration, Management, Leadership
Skills for Customer Care Team
Desired skills for customer care team include:
Procedures
Team
Trending and call center reporting to recommend process improvements and efficiency gains
Of the duties of the Customer Care Specialist and Sr
Grievances
Customer service principles and best practices
121's and return to work
Investigations
Of the duites of the Customer Care Specialist and Sr
Banking transactions and account establishment guidelines and processes
Desired experience for customer care team includes:
Develops and manages a talent pipeline within their teams
Demonstrate above average analytic skills
Manage daily flow of orders for designated accounts (through EDI, RBM Terminals and manual orders)
Experience of working within Customer Care/Service
Excellent telephone manner, with effective verbal and written communication skills
Passion for Quality and Brand Aesthetics
Customer Care Team Examples
1
Customer Care Team Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer care team. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care team
- To carry out regular team meeting/briefings to ensure company messages and strategy are delivered and understood by your team
- Hold regular structured one on one meetings with team members and prepare and follow through career development plan with each member
- Identify, define, and implement policy and procedures for the enhancement of the AROC Operation under direction of the Operations Manager
- To provide day to day support of the team, monitoring performance, coaching and mentoring
- To take ownership of escalated service situations where customer satisfaction is compromised or our contractual obligations are unlikely to be met, working with the CS Management team to ensure all situations are brought to a speedy resolution and ensuring effective communication takes place throughout the process, keeping the customer informed at all times
- Objectives, including senior executives
- Ownership of the customer care service experience
- Budget responsibility of Time & Material budget
- Lead, develop and retain co-workers within own department
- Strengthen the values of doing successful business decisions every time
Qualifications for customer care team
- Preferred 2 or more years of experience with Health & Welfare and Defined Benefits · Preferred 2-3 years’ experience in Call Center environment · REQUIRED Call Center Management experience (Performance management, risk assessment ) · Experience utilizing CFE, KNOVA, and Total view applications · Advance experience utilizing Microsoft application · Ability to manager 12-20 customer care representatives
- Speak German and English fluently
- Continually build relationships at all levels across the business
- Adapt to change pretty quickly
- High school graduation or equivalent AND two years of full-time office experience
- Demonstrated experience providing excellent customer service, responding to client inquiries tactfully and in a timely manner
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Customer Care Team Job Description
Job Description Example
Our growing company is looking for a customer care team. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care team
- Conduct all CMC/FSC/ASC training regarding systems (i.e., Admin, CARMS, Informix, MasterMind, Telmar, Document Manager, ) soft skills (i.e., customer service skills), and center-wide policies and procedures
- Partner with technical writer team and local Subject Matter Experts to develop and update training materials to achieve performance improvement and external customer satisfaction
- Responsible for ensuring a high quality and productivity of the respective team
- Accountable for succession planning through the development of their respective team members
- Contribute to a positive team environment and provide regular ongoing feedback, including performance reviews
- Train and develop your team to consistently drive excellence through their feedback and observations to the business
- Carry out regular calibration sessions with your team and other Customer Care locations to drive global consistency
- Provide team performance feedback to Lead Consultants and Brand Managers as appropriate
- Develop and execute a customer centric organisation and culture
- Develop and deliver on our most important customer journeys
Qualifications for customer care team
- Preferred 2 or more years of experience with Health & Welfare and Defined Benefits · Preferred 2-3 years’ experience in Call Center environment · REQUIRED Call Center Management experience ( Performance management, risk assessment etc) · Experience utilizing CFE, KNOVA, and Total view applications · Advance experience utilizing Microsoft application · Ability to manager 12-20 customer care representatives
- Demonstrated ability to produce accurate work with a strong attention to detail
- Able to function within a complex regulatory environment
- Ability to positively support the organization, applicable policies, and management decisions
- Develop and manage a first class customer support experience
- Actively contribute to develop the customer relation, the service organisation and the way we are working
3
Customer Care Team Job Description
Job Description Example
Our growing company is hiring for a customer care team. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care team
- Supervising and delegating the team workload to optimize service and administrative support of our Contact Center
- Ensuring the team adheres to procedure for each service request, including logging, processing and progress chasing inquiries, following agreed key performance indicators, service level agreements and quality standards
- Hire, discipline and counsel associates
- Performance reviews and salary recommendations
- Training with administration staff on all facets of Informix and/or CARMS based job duties and time constraints involved
- Act as a liaison between administrative support and senior management regarding work volume/accomplishments
- Review and approve requests for account adjustments, customer refunds, vendor invoices, office supplies
- Review all DMS accounts for escalation or resolution by default
- Build effective relationships with external stakeholders agency suppliers, trade unions
- Post segregation plus sending post to the customers
Qualifications for customer care team
- 2-4 years student loan experience, preferably in a call center environment
- Must be proficient in the Windows environment
- Ability to provide leadership and support to customer care agents to develop, motivate and inspire staff to maximize the customer experience
- Worked as a manager in similar roles
- Good financial and legal understanding analytical skills combined with the ability to get involved in technical and contractual issues
- Worked within a customer centric organisation
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Customer Care Team Job Description
Job Description Example
Our company is looking for a customer care team. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care team
- Customer modification requests
- E-commerce Order processing
- Segregation of documents, faxes
- Segregation of folders and documents on a shared drive
- Credit and rebill
- IO/OQ folder preparation
- Running invoice batch
- Customer survey and Wellness call
- Manage, coach and motivate staff members to achieve high performance
- Serve as an escalation point and information source for AROC Operations staff, Network Agents and Business Operations, with regard to existing and new country information, complaints and provide support for all new product introductions
Qualifications for customer care team
- Work experience with processes and process tools
- A minimum of 3 years related administrative/Supervisory experience required
- Internet - basic
- High school graduation or equivalent AND two years of full-time clerical experience OR equivalent education/experience
- Fluent in English (CEFR C2 level)and understanding culture of the serviced countries
- Professional, emotionally mature and ethical, strong interpersonal skills and ability to work well with a broad range of personality styles and types
5
Customer Care Team Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer care team. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care team
- Communicate Corporate/Claim Department goals and objectives as they relate to the office and team
- Foster an environment which supports and motivates team members to develop technical and interpersonal skills
- Increase team productivity, flexibility and knowledge to respond rapidly to changing business needs
- Monitor staff performance by using real time management and historical data information in order to achieve Key Performance Indicators
- Liaise with Account Managers/Business Operations to maintain and improve Agent Satisfaction within the region
- Reduce costs for Shareholders by monitoring and managing Support Specialists KPIs and EDAs
- Work on projects which will improve our efficiency and eliminate unnecessary volumes coming into the centre
- Implement and enhancing Reward and Recognition programs in order to improve/maintain employee satisfaction
- Recruit and select talented and customer- focused candidates to work within the organization
- Support, assist and train Support Specialists in handling difficult customer issues
Qualifications for customer care team
- High experience within CRM
- Capable to work in an IT driven environment (SAP knowledge will be an asset)
- Good command of English (at least CEFR B2 level)
- Good command of Italian (at least CEFR B1/B2 level)
- Strong interpersonal and comunication skills, emotionally mature and ethical
- Experience and/or knowledge of the mortgage industry preferred but not required