Customer Service Consultant

Core Competencies:
•Leadership, coaching and mentoring – Ability to motivate and train others
•Active listening
•Reading comprehension
•Excellent problem-solving skills
•Organized, combined with multi-tasking ability

Main Responsibilities
•helping to develop and implement a customer service policy for an entire group;
•finding ways to measure customer satisfaction and improve services;
•supporting and managing a team of customer services staff;
•Handling face-to-face enquiries from customers when is needed.

Tasks and duties:
•Support teams of customer service in companies on meeting Customer Service efficiency and quality standards.
•Take part on the process of hiring customer service representatives (when is required by the group’s companies).
•Responsible for targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.
•Design quality control program and implement standards to coach employees toward high performance and success.
•Assist the department involved and top level management in solving severe issues which may have been produced due to company’s services or products.
•Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
•Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes;
•Prepares an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions;
•Work with management on customer service initiatives;
•Utilize social media to respond to customer complaints and praise;
•Isolate and identify areas of improvement;
•developing feedback or complaints procedures for customers to use;
•Improving customer service procedures, policies and standards for the group or specific company in the group;
•Meeting with company’s managers to discuss possible improvements to customer service;
•Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
•Solve all major customer problems/queries that subordinates were not able to solve earlier.

Other Key Functions:
•When it is necessary communicates with customers to receive their valuable feedbacks and suggestions for improvement in company’s products/services
•Create and maintain tailor-made customer care training program
•Prepares reports related to discussions and feedback provided by customer and presents reports to appropriate structures/companies/management board to enable further improvement in products and services.