Head, Customer Service at Box and Cedar

Job Description:

• Providing help and advice to customers using your organisation's products or services
• Communicating courteously with customers by telephone, email, letter and face to face
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
• Issuing refunds or compensation to customers
• Keeping accurate records of discussions or correspondence with customers
• Analysing statistics or other data to determine the level of customer service your organisation is providing
• Producing written information for customers, often involving use of computer packages/software
• Writing reports analysing the customer service that your organisation provides;
• Developing feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for your organisation or department
• Meeting with other managers to discuss possible improvements to customer service
• Being involved in staff recruitment and appraisals
• training staff to deliver a high standard of customer service
• Leading or supervising a team of customer service staff
• Learning about your organisation's products or services and keeping up to date with changes

Minimum Qualification:

• Good University degree

Knowledge & Skills:

• Excellent communication and people skills.
• A polite, tactful and friendly attitude.
• A good understanding of the needs of customers.
• Strong motivational skills.
• Good planning and organisational skills.
• The ability to multitask.
• Good problem-solving skills.
• Experience in a Telecoms company is preferred

Experience:

• Minimum of 7 years experience