Customer Service / Customer Operations Job Description
Customer Service / Customer Operations Duties & Responsibilities
To write an effective customer service / customer operations job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service / customer operations job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Service / Customer Operations Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service / Customer Operations
List any licenses or certifications required by the position: ITIL, MAWB, PMP, CCNA, PMI, CPP, MSCP, SPHR, PHR, CISCO
Education for Customer Service / Customer Operations
Typically a job would require a certain level of education.
Employers hiring for the customer service / customer operations job most commonly would prefer for their future employee to have a relevant degree such as Associate and Collage Degree in Business, Education, MBA, Business/Administration, Management, Finance, Leadership, Technical, Associates, Engineering
Skills for Customer Service / Customer Operations
Desired skills for customer service / customer operations include:
Desired experience for customer service / customer operations includes:
Customer Service / Customer Operations Examples
Customer Service / Customer Operations Job Description
- Manage and audit the agent processes, agent knowledge base and agent communication process
- Review customer service contracts renewal process
- Understand the individual process steps and different scenarios
- Processing performed accurately by you as per approved Process/Procedure manuals within agreed Turn Around Time/SLAs
- Support process training and knowledge sharing within the team
- Interface with other teams to customer requirements
- Quote and bill service contract renewals
- Act as EFA subject matter expert for integration team meetings
- Leading and developing associates and team manager(s)
- Communicating policies to associates and become the primary information source for staff
- Strategic/critical thinking
- Driven and hardworking
- Training experience with at least 2 years of experience designing and creating training programs/content, preferably in the retail service industry
- 3-5 years of experience in customer contact
- Ability to drive insight from data and summarize analytical output in presentations for divisions and leadership
- Excellent analytical skills, supported by very strong attention to detail and accuracy above all else
Customer Service / Customer Operations Job Description
- Support management in the daily operation of the department and assists with employee training and evaluation
- Ensures that all Quality standards are met and that processes are adequately documented/adhered to ensuring compliance with the local Quality Management Systems
- Review CSS processes and ensure the process is followed as outlined for CSS daily roles and responsibilities for order processing and Distributor account management
- Drive cost productivity and department efficiency improvement
- Provides logistical support and understands the function of ground service equipment (GSE)
- Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals
- Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans
- Lead Service Delivery / call center calibration meetings to meet Quality of Service objectives
- Provide strategy and direction to 3rd party service providers
- Develop and evolve agent incentive plans to drive agent behaviors in line with EAN / GCO contact center performance metrics
- Participate in wider customer service projects and initiatives
- Strong collaboration and team player skills
- Organization, manage complex issues within functional areas of expertise, be involved in long-term
- High School Diploma(CXC, GCE, SSC) or GED required
- High School Diploma or GED/CXC/CAPE(Mandatory English A or B) required
- Experience in customer service and associated fields
Customer Service / Customer Operations Job Description
- Review processing errors and customer complaints to identify trends and training needs
- Own, manage and supervise the risks which exist in the business area, ensuring mechanisms are in place to identify, report, manage and mitigate risk within a defined Risk Appetite, working in conjunction with the 2LOD
- Resolve operational staffing problems during tour of duty including assigning extra hours or when possible release employees early
- Spend majority of time interacting with employees
- Knowledge of agent and fleet service clerk work rules to conduct coaching/counseling sessions when agents/fleet service clerks do not follow appropriate procedures related to manning assignments
- Document employee performance using Peak Performance through Commitment (PPC)
- Encourage employee teamwork to generate and implement individual and team's best ideas
- Coordinate with all departments to ensure operational needs are met to achieve and assure a safe, efficient, economical and on-time operation with efficient utilization of personnel within a pre-established headcount budget
- Supervise employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft
- Maintaining clear, up-to-date records of individual customer queries
- Ability to work non-standard shift hours that could include Saturday and Sunday
- U.S. Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment
- Must be willing to take a pre-employment drug screening test
- Must be willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
- This position is responsible to identify reasons for customer dissatisfaction and perform analysis on case basis as per predefined guidelines
- This position is responsible to provide end to end complete resolution to customer concerns
Customer Service / Customer Operations Job Description
- Identify and deliver process improvement initiatives improving customer experience and efficiencies
- Must use company computer system to enter customer orders and process vendor purchase orders
- Supporting the Head of Department in drafting board papers and regulatory responses
- In conjunction with the relevant Commercial team and the Implementation team, responsible for the implementation of new customers into the relevant Solution Team and for ensuring that proper internal/standard procedures are established and managed through any related hyper-care in conjunction with the Customer Service Office Implementation Managers
- Respond, troubleshoot, and coordinate all customer service escalated issues to ensure the highest level of customer service
- Serve as a point of contact for all high level product launches to assist with a smooth rollout and execution of customers' orders
- Maintain strong communications to Product Managers and Leadership]
- Identify a peer within the team when needed to partner for order processing and customer follow up
- Collaborate with multiple departments and management levels to determine reporting, data collection, analysis methodology and tools
- Review all reports that relate to customer service to ensure customer orders are processed in a timely manner
- Previous experience with the vendor management a plus
- Comfortable working in a fast-paced, deadline drive environment
- Bachelor's degree or equivalent level of professional experience
- Series 7 or Insurance license preferred
- Self-starter with high level of enthusiasm, urgency, and personal accountability
- Call Centre Experience in logistics (Preferred)
Customer Service / Customer Operations Job Description
- Assist in identifying data collection and storage requirements for data management and work with the appropriate departments to successfully implement those requirements
- Drive improvement projects within Customer Service focused on streamlining processes and closing gaps on key measures
- Lead effort to standardize processes between Wella and OPI brands
- Manage daily order flows to ensure sales forecast is consistently met
- Lead calls with Sales and Trade Marketing organizations to improve service and communication
- Manage full Customer Service Scorecard and drive action plans independently and through team to meet targets
- Lead monthly communication with external functions on order status and progress
- Manage full capacity plan for team
- Accountable for all order management activities and communication to senior leadership
- Quality Call Monitoring/Evaluation
- High level analytical skills, SQL preferred
- Understanding of the industry and customers
- Must be able to lead and motivate employees working as a team
- Extensive operational experience required with large city or hub exposure preferred
- Must possess substantial experience in both RES and DECS modes of Sabre and MS Office applications
- Thorough understanding of FLIFO/weather and tower control procedures is preferred