Customer Service Administration Senior Specialist

Overview

Customer Service Administration Senior Specialist – responsible for monitoring all CCMS cases to ensure timely and accurate resolution in alignment with service standards, and leading discussions with Business Operations to identify and implement process improvements to reduce referral CCMS cases.

Responsibilities

• Ensure CCMS cases are responded to by the respective Business Owner in a timely manner.
• Ensure the respective Business Owners are notified on every case that requires immediate responses from customers.
• Ensure all cases meet customers’ requests and needs, effectively and promptly through established departmental processes and procedures, and follow up with relevant parties within the Company and its subsidiaries or branches until resolved.
• Manage CCMS cases received from internal and external customers via calls, walk-ins, faxes, letters and emails.
• Ensure calls received via General Line are answered in a correct and professional manner.
• Support all units and business owners in relation to daily operations.
• Identify opportunities for improvement in issues related to Customer Service and work with the manager to propose changes.
• Gather feedback and concerns from all parties and initiate discussions with the Manager / Deputy Manager.
• Undertake other job responsibilities / accountabilities as assigned by the Manager / Deputy Manager.
• Responsible for staff scheduling including preparation and submission of monthly OT to HR, work assignments / rotations, staff leaves, back-ups for absent staff, staff breaks, and IT-related problem requests.
• Measure and monitor team performance and communicate results regularly and effectively.
• Ensure team members handle customer inquiries competently and respond to meet service targets.
• Coach, counsel, motivate and train staff to meet minimum targets and follow schedules set by management.
• Liaise with relevant parties to ensure consistently high-quality services and continuously strive for performance improvement.
• Address team members issues such as tardiness and productivity; manage communications and responses to emails as needed.
• Collaborate with the manager to identify opportunities for improvement in customer service issues and gather feedback to address identified issues.
• Propose and contribute actionable solutions to address areas for improvement.
• Assist the manager with ad-hoc tasks related to service improvement initiatives.
• Undertake other duties as assigned by the Manager and contribute beyond the defined scope.

Qualifications / Requirements

Seniority level

Employment type

Job function

Industries

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