Customer Care and Review Management

ROLE

This role requires an experienced Customer Care member and review management to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

RESPONSIBILITIES
? Improve customer service experience, create engaged customers and facilitate organic growth
? Take ownership of customers issues and follow problems through to resolution
? Set a clear mission and deploy strategies focused towards that mission
? Work with team to develop service procedures, policies and standards
? Keep accurate records and document customer service actions and discussions
? Analyze statistics and compile accurate reports
? Keep ahead of industry’s developments and apply best practices to areas of improvement
? Control resources and utilize assets to achieve qualitative and quantitative targets
? Adhere to and manage the approved budget for resolving customer issues
? Maintain an orderly workflow according to priorities
? Ensure review-getting practices are within platform terms of service
? Mitigate the possibility of negative reviews through outstanding customer service and care
? Develop new TOS-compliant strategies for increasing review volume

RESULTS
? No customer feels like they have not been heard or understood when inquiring of our company
? All customers are responded to timely and with the problem they have resolved as quickly as possible within SLA
? Feedback is provided to the wider team on how we can improve our products to provide a better customer experience
? Positive reviews are common and potential negative experience from a customer is turned into a positive one
? Upper management clearly understands the quantity and nature of inquiries received from customers

REQUIREMENTS

? Proven working experience as a Customer Service member
? Experience in providing customer service support
? Excellent knowledge of management methods and techniques
? Proficiency in English
? Working knowledge of customer service software, databases and tools
? Awareness of industry’s latest technology trends and applications
? Ability to think strategically and to lead
? Strong client-facing and communication skills
? Advanced troubleshooting and multi-tasking skills
? Customer service orientation

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