Customer Service Frontliner

Primary Job Role :

The Customer Service Frontliner is responsible for ensuring exceptional face-to-face customer interactions by overseeing daily operations and maintaining high service standards. This role involves managing schedules, handling escalated customer concerns with effective solutions, and monitoring service performance metrics to drive continuous improvement. Additionally, the Customer Service Frontliner provides insights and recommendations to the Customer Service Manager to enhance overall service quality.

Job Description :

1. Provide exceptional face-to-face customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience.
2. Manage daily customer interactions independently while maintaining high service standards.
3. Monitor and analyze customer feedback to identify areas for improvement in service delivery.
4. Implement process enhancements to improve efficiency and customer satisfaction.
5. Collaborate with the Customer Service Manager to address complex customer issues and ensure consistency in service policies.
6. Stay up to date with company products, services, policies, and procedures to provide accurate information to customers.
7. Handle escalated customer concerns professionally, ensuring timely and effective resolutions.
8. Prepare and submit regular reports on customer interactions and service performance to the Customer Service Manager.

Job Qualifications :

1. Bachelor's degree in Business Administration, Marketing, or related field.
2. Proven experience in a leadership role within a customer service department.
3. Excellent communication and interpersonal skills.
4. Strong coaching and mentoring abilities.
5. Strong problem-solving and decision-making skills.
6. Ability to work well under pressure and manage competing priorities.
7. Familiarity with customer service software and tools.
8. Strong organizational and time management skills.
9. Ability to analyze data and generate meaningful insights.
10. Willingness to work flexible hours as required.