Job Summary

Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests. Gather and validate customer/equipment information and determine the issue by analyzing the symptoms. Diagnose and resolve fountain issues using provided diagnostic tools. Research and document service-related issues escalations and missed commitments and deliver seamless communication to ensure resolution

Responsibilities

Lead the customer voice operations to ensure high-quality service delivery. - Oversee the daily activities of the customer service team to meet performance targets. - Provide expert guidance on handling complex customer inquiries and issues. - Develop and implement strategies to improve customer satisfaction and retention. - Monitor and analyze customer feedback to identify areas for improvement. - Collaborate with cross-functional teams to streamline processes and enhance service quality. - Train and mentor team members to enhance their skills and performance. - Ensure compliance with company policies and industry regulations. - Utilize data and analytics to drive decision-making and optimize operations. - Conduct regular performance reviews and provide constructive feedback to team members. - Implement best practices in customer service to achieve operational excellence. - Coordinate with the management team to align customer service goals with business objectives. - Maintain up-to-date knowledge of industry trends and advancements. -Qualifications - Possess a strong background in customer voice operations and customer service. - Demonstrate excellent communication and interpersonal skills. - Show proficiency in data analysis and performance monitoring. - Exhibit the ability to train and mentor team members effectively. - Have a keen eye for identifying areas of improvement and implementing solutions. - Display a thorough understanding of industry regulations and compliance requirements. - Be adept at collaborating with cross-functional teams to achieve common goals. - Show commitment to maintaining high standards of service quality and customer satisfaction 9