Customer Service Senior Job Description
Customer Service Senior Duties & Responsibilities
To write an effective customer service senior job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service senior job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Service Senior Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Senior
List any licenses or certifications required by the position: ITIL, OEM, PMP, SAP, ITSM, APICS, QA, MDM, DMS, LSS
Education for Customer Service Senior
Typically a job would require a certain level of education.
Employers hiring for the customer service senior job most commonly would prefer for their future employee to have a relevant degree such as High School and Bachelor's Degree in Education, Healthcare, Business, General Education, Technical, Associates, Business/Administration, Science, Graduate, Management
Skills for Customer Service Senior
Desired skills for customer service senior include:
Desired experience for customer service senior includes:
Customer Service Senior Examples
Customer Service Senior Job Description
- You are required to respond to providing assistance to external/internal customers in areas such as order fulfillment processes, quote generation, customer service requests, product changes or returns, accounts receivable collections, contract issues/administration
- Launch wellness communications, initiatives, programs
- Inputs data (ACORD applications, schedules, ) into appropriate software for vendors/carriers/clients within required timeframe
- To ensure desired customer delight by providing satisfactory response to
- Set-up, test, calibrate, and troubleshoot customer’s RMAs
- Writing service report to explain to customers what have been done
- Operate equipment and instruments safely and according to proper procedures
- Meets all production, quality, and adherence standards
- Coach the customer service representatives
- Oversee the operations when the manager is not available
- Microsoft Office/Suite proficient (Word, Outlook)
- Bachelor's Degree or equivalent contact center experience
- In lieu of customer service experience, in-depth knowledge of the title industry, products and their applications is acceptable
- Superior written/verbal communication skills with internal/external audiences and multiple organizational levels
- Empathize with the customers to build a strong relationship to ensure loyalty of the customer
- Strong initiative and drive for continuous improvement is critical
Customer Service Senior Job Description
- Review SOR and Backorder reports on a daily basis
- Reduce CMR totals and DBR (ADC charges)
- Ability to establish rapport quickly with others
- Positive attitude with a proven record in Customer Service
- Presents solutions and shows the added value of cross-sell opportunities
- Act as back up for other positions when necessary
- Provide and ensure a high level of customer service by developing and maintaining a strong relationship with customers' front line personnel in the various operating divisions and subsidiaries
- Anticipate, identify, and resolve problems which could delay the timely release or movement of freight
- Resolve banking and letter of credit problems
- Resolve billing issues and ensure that invoicing and vendor payments are billed accurately
- Minimum 3 years’ of experience in Contracts Administration in a manufacturing environment
- Highly motivated and positive team player
- Must possess superior verbal and written communication skills
- Strong interpersonal skills necessary to handle high demand, high pressure situations with customers
- Ability to multi-task including the ability to navigate multiple screens and systems during calls
- 2-3 years Customer Service experience in a call center environment preferred
Customer Service Senior Job Description
- Proactively review client activity and satisfaction levels and collate any feedback
- Assist with delivering, in conjunction with Operations and IT, the required Client profitability levels
- Monitor the overall KPI, SLA and QA commitments across the clients
- Oversee production and update of weekly client status reports and monitor progress
- Manage and effectively co-ordinate activities and service levels with clients, customer service team and colleagues, managing expectations, timescales and any internal constraints
- Oversee projects and provide project direction for new client implementations and work alongside all internal departments to ensure delivery is accurate and timely
- Work with the Account Managers, MD and other departments to ensure all queries are investigated
- Prepare and review the month end invoices in line with the Client charging schedules and ensure that any additional charges with the invoice are included, passing to the MD for final check and sign off
- Special projects as assigned (data analysis, running reports, communicates with customers on parking concerns)
- Works under general supervision and guidance
- Degree holder in Business Administration
- Ability to meet scheduled deadlines & have good communication skills
- High integrity, ability to analyze customer needs, present solutions and add value
- Ability to work with complex systems or processes
- Ability to take charge in unsupervised situations
- Experience in customer service related field is preferred
Customer Service Senior Job Description
- Process escalated cases such as complaints or special requests from team members or vendors
- Support the click-to-chat function by answering queries from our customers on group and individual policy queries
- Face-to-face contact with customers to handle feedback, service requests and complaints
- Provide administrative support including reports and correspondence
- As a back-up to receptionist
- Processes customer and vendor returns
- Processes stock receipts and resolves variations (overages, shortages, and damages)
- Researches and resolves "disputed" and "shipped not received" reports at month end
- Handle front desk receptionist area greeting and servicing all guests and visitors, answering incoming phone calls and resolving associated requests
- Receive and distribute inbound mail, faxes and department deliveries, and order FM office supplies and maintain office supplies inventory
- Must be able to identify both surface mount and through-hole components
- Good communication skills (speak, read, and write)
- High School degree or equivalent experience required
- Assists with the development of process improvements to promote continuous business excellence programs
- Graduation from an accredited college or university with a associates degree in business, marketing, transportation, or related field and/or an equivalent combination of education and experience
- Attention to detail sound judgment and the ability to problem-solve effectively within appropriate guidelines and parameters
Customer Service Senior Job Description
- Be responsible for project management and contract execution for all aspects relevant to both external (customer expectations, deliverables, T&Cs, ) and internal (business objectives, reporting and forecasting)
- Process, cleanse, and verify the integrity of data from multiple systems and databases
- Create, update, refine, and maintain regression analyses, statistical reporting, predictive analytical models and forecasts for multiple customer service contact centers
- In liaison with information systems, evaluate, justify, and coordinate the implementation of appropriate new information technologies to reduce costs and to enhance service levels
- Function in a support capacity to the division manager and provide technical advice concerning customer services' operations
- Perform analysis of the existing policies and procedures as codified in the customer information system
- Develop end-user computer systems for data retrieval and process automation
- Respond to voicemail/email requests from Financial Advisors
- Partner with Sales to manage territory relationships
- Manage relationships with key partners across Service to drive results
- Commitment to customer satisfaction to build and develop relationships
- Team player to move team toward completion of goals
- Reasonable clerical experience, including MS Word and Excel
- Must be able to work during global business hours 7am to 7pm
- Teller/Banking experience
- Strong knowledge of US Customs regulations & other federal regulations and requirements with respect to specific area of expertise (CHB, air transportation, ocean transportation, surf transportation)