Senior Customer Care Coordinator (Kingston) - CB Group

 Senior Customer Care Coordinator

The Senior Customer Care Coordinator supervises the tasks performed by the Customer Care Coordinators and guarantees that the quality of service delivered to internal and external customers is in adherence with the documented service standards of the company. This individual also plays an integral role in ensuring that sales targets are met or exceeded.

Responsibilities

• Manages the service desk.
• Provides initial contact with new customers.
• Ensures that customer complaints are resolved in a timely and professional manner.
• Maintains customers records.
• Maintains the customer database.  
• Provides coaching and support for team members.
• Collaborates with the Marketing, Sales and Credit and Collections Teams as required.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Ensures that Customer Care Coordinators are informed about changes to products and services.

 Requirements

• A Bachelor’s degree.
• Must be proficient in using Microsoft Office.
• Ability and willingness to learn new software systems.
• At least 5-7 years' experience in a customer centric environment.
• Knowledge of ISO:9000 protocols.
• Ability to communicate with and present effectively to persons of all levels of the organization.

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