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Customer Services Manager

Posted by: Paramount Personnel Services <simon@paramount-personnel.com> Date: 6/2/7


Leading or supervising a team of customer service staff.
Developing customer service policies and standards for your organisation or department.
Being involved in staff recruitment and appraisals.
Training staff to deliver a high standard of customer service.
Meeting with other managers to discuss possible improvements to customer service provided.
Developing feedback or complaints procedures for customers to use.
Writing reports and analysing the customer service that your organisation provides.
Providing help and advice to customers, using the organisation's products or services.
Communicating courteously with customers by telephone and e-mail.
Investigating and solving customers' problems (these may be more complex or long-standing problems that have been passed over by customer service assistants).
Handling customer complaints or any crises.
Keeping accurate records of discussions or correspondence with customers.
Producing written information for customers, which may involve using computer packages.
Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

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