Customer Service / Customer Operations Job Description

Customer Service / Customer Operations Job Description

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Customer service / customer operations provides information to customers or other Company personnel regarding products, orders and related Company policies and practices.

Customer Service / Customer Operations Duties & Responsibilities

To write an effective customer service / customer operations job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service / customer operations job description templates that you can modify and use.

Sample responsibilities for this position include:

Design and oversee system development of five business systems
Internal service process performance data
Review customer purchase orders and process the orders in an ERP system
Provides coaching to Customer Service Representatives on exceptional customer service skills and techniques (i.e., ownership, "wow" factor, rapport building, probing, voice inflection, wrap-up time), sales skills, procedural knowledge, policy coverage information, and systems, , desktop, phone, Coaching is designed and delivered using both individual and group techniques
Provides coaching to agents and supervisors on use of system and processes to enhance the internal and external customer experience-Participates in multiple major projects simultaneously, may be project lead on occasion
Lead and develop three high-performing functional teams
Advise and influence Marketplace leadership
Lead training practices and techniques related to sales, retail, and customer service support
Drive and embrace change across the Customer Service team
Identify and communicate necessary changes across the organization

Customer Service / Customer Operations Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service / Customer Operations

List any licenses or certifications required by the position: ITIL, MAWB, PMP, CCNA, PMI, CPP, MSCP, SPHR, PHR, CISCO

Education for Customer Service / Customer Operations

Typically a job would require a certain level of education.

Employers hiring for the customer service / customer operations job most commonly would prefer for their future employee to have a relevant degree such as Associate and Collage Degree in Business, Education, MBA, Business/Administration, Management, Finance, Leadership, Technical, Associates, Engineering

Skills for Customer Service / Customer Operations

Desired skills for customer service / customer operations include:

Product/procedures
Excel
PowerPoint
Outlook
Company policies and procedures and functional automation applications
Department
Power Point and Outlook
Microsoft Word
Company and industry as a whole
Operational concepts

Desired experience for customer service / customer operations includes:

Proven ability to build trusted partnerships in a shared services model
Ability to identify, analyze and report human performance risk trends
Call center or quality experience in Sales, Loyalty, or Billing queues preferred
Strong working knowledge of Microsoft suite of products, Internet, required
Knowledge of Learning Services Customer Support and Services business policies and procedures
Mitigate capacity risks by managing dependencies across multiple operating units

Customer Service / Customer Operations Examples

1

Customer Service / Customer Operations Job Description

Job Description Example
Our growing company is looking to fill the role of customer service / customer operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service / customer operations
  • Manage and audit the agent processes, agent knowledge base and agent communication process
  • Review customer service contracts renewal process
  • Understand the individual process steps and different scenarios
  • Processing performed accurately by you as per approved Process/Procedure manuals within agreed Turn Around Time/SLAs
  • Support process training and knowledge sharing within the team
  • Interface with other teams to customer requirements
  • Quote and bill service contract renewals
  • Act as EFA subject matter expert for integration team meetings
  • Leading and developing associates and team manager(s)
  • Communicating policies to associates and become the primary information source for staff
Qualifications for customer service / customer operations
  • Strategic/critical thinking
  • Driven and hardworking
  • Training experience with at least 2 years of experience designing and creating training programs/content, preferably in the retail service industry
  • 3-5 years of experience in customer contact
  • Ability to drive insight from data and summarize analytical output in presentations for divisions and leadership
  • Excellent analytical skills, supported by very strong attention to detail and accuracy above all else
2

Customer Service / Customer Operations Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service / customer operations. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service / customer operations
  • Support management in the daily operation of the department and assists with employee training and evaluation
  • Ensures that all Quality standards are met and that processes are adequately documented/adhered to ensuring compliance with the local Quality Management Systems
  • Review CSS processes and ensure the process is followed as outlined for CSS daily roles and responsibilities for order processing and Distributor account management
  • Drive cost productivity and department efficiency improvement
  • Provides logistical support and understands the function of ground service equipment (GSE)
  • Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals
  • Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans
  • Lead Service Delivery / call center calibration meetings to meet Quality of Service objectives
  • Provide strategy and direction to 3rd party service providers
  • Develop and evolve agent incentive plans to drive agent behaviors in line with EAN / GCO contact center performance metrics
Qualifications for customer service / customer operations
  • Participate in wider customer service projects and initiatives
  • Strong collaboration and team player skills
  • Organization, manage complex issues within functional areas of expertise, be involved in long-term
  • High School Diploma(CXC, GCE, SSC) or GED required
  • High School Diploma or GED/CXC/CAPE(Mandatory English A or B) required
  • Experience in customer service and associated fields
3

Customer Service / Customer Operations Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service / customer operations. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service / customer operations
  • Review processing errors and customer complaints to identify trends and training needs
  • Own, manage and supervise the risks which exist in the business area, ensuring mechanisms are in place to identify, report, manage and mitigate risk within a defined Risk Appetite, working in conjunction with the 2LOD
  • Resolve operational staffing problems during tour of duty including assigning extra hours or when possible release employees early
  • Spend majority of time interacting with employees
  • Knowledge of agent and fleet service clerk work rules to conduct coaching/counseling sessions when agents/fleet service clerks do not follow appropriate procedures related to manning assignments
  • Document employee performance using Peak Performance through Commitment (PPC)
  • Encourage employee teamwork to generate and implement individual and team's best ideas
  • Coordinate with all departments to ensure operational needs are met to achieve and assure a safe, efficient, economical and on-time operation with efficient utilization of personnel within a pre-established headcount budget
  • Supervise employees who scan, transport, and sort mail, and who load and unload mail to and from ground equipment and aircraft
  • Maintaining clear, up-to-date records of individual customer queries
Qualifications for customer service / customer operations
  • Ability to work non-standard shift hours that could include Saturday and Sunday
  • U.S. Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment
  • Must be willing to take a pre-employment drug screening test
  • Must be willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable
  • This position is responsible to identify reasons for customer dissatisfaction and perform analysis on case basis as per predefined guidelines
  • This position is responsible to provide end to end complete resolution to customer concerns
4

Customer Service / Customer Operations Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of customer service / customer operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service / customer operations
  • Identify and deliver process improvement initiatives improving customer experience and efficiencies
  • Must use company computer system to enter customer orders and process vendor purchase orders
  • Supporting the Head of Department in drafting board papers and regulatory responses
  • In conjunction with the relevant Commercial team and the Implementation team, responsible for the implementation of new customers into the relevant Solution Team and for ensuring that proper internal/standard procedures are established and managed through any related hyper-care in conjunction with the Customer Service Office Implementation Managers
  • Respond, troubleshoot, and coordinate all customer service escalated issues to ensure the highest level of customer service
  • Serve as a point of contact for all high level product launches to assist with a smooth rollout and execution of customers' orders
  • Maintain strong communications to Product Managers and Leadership]
  • Identify a peer within the team when needed to partner for order processing and customer follow up
  • Collaborate with multiple departments and management levels to determine reporting, data collection, analysis methodology and tools
  • Review all reports that relate to customer service to ensure customer orders are processed in a timely manner
Qualifications for customer service / customer operations
  • Previous experience with the vendor management a plus
  • Comfortable working in a fast-paced, deadline drive environment
  • Bachelor's degree or equivalent level of professional experience
  • Series 7 or Insurance license preferred
  • Self-starter with high level of enthusiasm, urgency, and personal accountability
  • Call Centre Experience in logistics (Preferred)
5

Customer Service / Customer Operations Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service / customer operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service / customer operations
  • Assist in identifying data collection and storage requirements for data management and work with the appropriate departments to successfully implement those requirements
  • Drive improvement projects within Customer Service focused on streamlining processes and closing gaps on key measures
  • Lead effort to standardize processes between Wella and OPI brands
  • Manage daily order flows to ensure sales forecast is consistently met
  • Lead calls with Sales and Trade Marketing organizations to improve service and communication
  • Manage full Customer Service Scorecard and drive action plans independently and through team to meet targets
  • Lead monthly communication with external functions on order status and progress
  • Manage full capacity plan for team
  • Accountable for all order management activities and communication to senior leadership
  • Quality Call Monitoring/Evaluation
Qualifications for customer service / customer operations
  • High level analytical skills, SQL preferred
  • Understanding of the industry and customers
  • Must be able to lead and motivate employees working as a team
  • Extensive operational experience required with large city or hub exposure preferred
  • Must possess substantial experience in both RES and DECS modes of Sabre and MS Office applications
  • Thorough understanding of FLIFO/weather and tower control procedures is preferred

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