Senior Customer Service Representative Job Description
As a Senior Customer Service Representative, you will oversee a team of customer service representatives, handle escalated customer inquiries, and collaborate with other departments to improve customer service processes. You will also analyze customer feedback to identify areas for improvement and implement solutions to enhance customer satisfaction.
Responsibilities
- Lead and mentor a team of customer service representatives
- Handle escalated customer inquiries and complaints
- Collaborate with other departments to improve customer service processes
- Analyze customer feedback and implement strategies to enhance customer satisfaction
- Monitor team performance and provide regular feedback
Qualifications
- Proven experience in a customer service role
- Excellent communication and problem-solving skills
- Leadership and team management abilities
- Strong interpersonal skills
- Ability to work well under pressure
Skills
- Customer Relationship Management (CRM) software
- Conflict resolution
- Leadership
- Effective communication skills
- Problem-solving skills