Customer Care Call Center Manager (SO1)
Description
Role Description
| Role: Purpose: | Customer Care Call Centre Manager - Manila The key focus of this role is to lead the activities of Service operations offshore to ensure efficiency and a high level of after delivery customer service. This is a pivotal role for NSF Service and requires excellent management skills, communication skills, the ability to handle several tasks simultaneously, and liaise with all levels of customers and colleagues. | |||
Interpersonal Role Positive mental attitude and enthusiasm - Remain open and positive in times of change and increases in work volume - Uphold or foster positive team morale when faced with business challenges - Share stories and experiences that enhance the Nick Scali culture Positive self-leadership and being a team player - Work cooperatively to problem solve and achieve work requirements, especially when work volumes are high or unexpected challenges arise - Positively influence others as well as remaining open to being influenced yourself (a learning/growth mindset) - Efficiently organise responsibilities for yourself and the team where needed - Seamlessly interact and exchange information with everyone you interact with both inside and outside Nick Scali Furniture
| Personal Role Organisation – Innovation & Continuous Improvement - Offer suggestions and or process improvements for how Nick Scali can function better; ▪ Improving safety ▪ Improving consistency of meeting deadlines ▪ Streamlining systems/processes ▪ Job development to improve outputs/sales Individual – Career Development & Discipline - Self-Development – improve the way you perform job responsibilities by developing relevant skills and knowledge e.g. time management and personal organisation, relationship building, conflict resolution, project management - Discipline – demonstrate leadership by following processes, policies & procedures | ||||
Measures / Evaluation - Line Manager feedback on performance and behaviours and teamwork - Work completed to standard and within established timeframes - Examples of stories shared, written communication | Measures / Evaluation - Job process or product/service improvements suggested and or implemented - Career or Personal Development Plan achievements and activities completed - Adherence to policies, procedures and processes | ||||
Role Accountabilities and Tasks | Measures / KPIs | |
Customer Service & Call Centre • Manage the offshore service Call Centre operations of Nick Scali • Lead, own and develop the customer service team through effective coaching. • Experience in a Call Centre environment by answering phone and email enquiries from customers and internal staff regarding after-delivery issues • Provide knowledgeable, courteous and helpful customer service • Ensure customer satisfaction in every transaction • Organise for internal or external person(s) to undertake customer visits and inspection when advised by Head Office Service Department • Trouble shoot, problem solve and offer the best possible solution to customer queries • Assess severity of customer service issues with the appropriate sense of urgency • Prepare and enter service information into the DISTRIB computer system with very high accuracy and in a timely manner • Coordinate and manage customer service jobs for Service Technicians and provide administrative support • Escalate all incidents as required in accordance with current work procedures • Report and log customer concerns or requirements to staff in other departments in an appropriate and timely manner to minimise customer dissatisfaction • Furniture background & experience required minimum of 5 years. • Understanding of lounges and case goods. • Identify quality trend faults through service and highlight to the General Manager of service.
|
|
• Timely delivery of Customer service to standards and procedures • Service Agent Daily & Weekly Report - Phone statistics
|
Service Review • Daily Review of the assigned service calls status and make sure that all reviews are completed daily. • Log Service tickets to service call • Supporting and training the service team and making sure the daily KPI are met. |
| • Customer service KPI’s - Accuterm KPI weekly report review
|
WORKPLACE HEALTH & SAFETY • Participate in work health and safety programs/ training/ drills (e.g. monthly Workplace Inspection Checklist) and follow all safe work policies and procedures. • Support the service team by being proactive in identifying/investigating potential hazards, risks or any injuries; and take timely and appropriate action to report, control, rectify and/or monitor hazards or risks as required. • Ensure all non-work injuries are immediately reported to the Service Manager for Nick Scali to assess the provision of a safe work environment. | • | Accurate Incident Injury notification and Reporting within 24hrs
|
Role Accountabilities and Tasks |
| Measures / KPIs |
WORKPLACE BEHAVIOUR • Foster a positive workplace culture and create a safe work environment • Behave in a manner that reflects the Nick Scali culture • Comply with all directions given and do your best work every day • Treat everyone with respect, especially listening to understand differing points of view and be cooperative • Strive to meet all work requirements and continuous improvement • Be flexible to work until jobs are completed (including overtime where necessary) • Strive to meet deadlines and work quality expectations • Keep colleagues and manager informed of work progress and notify them where deadlines will not be met • Follow through on commitments and confirm when important work tasks are completed • Demonstrate 100% commitment to safety policies and procedures • Be proactive in identifying and resolving workplace risks • Be ethical and follow all Nick Scali company policies and procedures and not abuse workplace rights (e.g. personal/sick leave) • Immediately report all workplace misconduct and breaches of company policy and procedure to your manager • Be responsive to feedback, especially where improvement is required • Protect the business profits and report irregularities or errors immediately | • • • | Zero workplace bullying/harassment grievances Worked allocated completed on time and to required standards Minimal workplace incidents/injuries |
I have read and understood my Role Description and Workplace Behaviour __________________________________
Nick Scali Role Description March 2021 Page 1 of 3