Customer Service & Operations Job Description
Customer service & operations
provides assistance to all other areas in implementation of systems, programs, products, policies, and procedures developed for financial/PCG center operations.
Customer Service & Operations Duties & Responsibilities
To write an effective customer service & operations job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service & operations job description templates that you can modify and use.
Sample responsibilities for this position include:
Acts as SME (Subject Matter Expert) on quality and voice of the customer programs
Provide leadership to the Learning Services Order Management Control team, provide continuous feedback to the business based on agent performance, and establish a program where agents are receiving QC reports for improvement
Provide leadership to the Learning Services Held Lines team, create and distribute reports to NACSS leadership and stakeholders to ensure visibility especially during half year and year close periods
Review Customer Satisfaction Surveys, provide trend analysis, and perform process reviews based on customer needs
Review Learning Services policies, procedures, and practices to ensure the business is performing at maximum efficiency
Gather and provide technology recommendations from the business to the centralized Systems and Reporting teams to ensure Learning Services is represented and changes are implemented to positively impact the customer experience
Provide Director K-12 NACS with support with analyzing data and creating presentations for the leadership team
Direct all activities as related to the area of customer service and allocations
Drive customer communication during customer impacting events
Co-define the next 12-24 month customer service and self-service roadmap
Customer Service & Operations Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service & Operations
List any licenses or certifications required by the position: ITIL, MAWB, PMP, CCNA, PMI, CPP, MSCP, SPHR, PHR, CISCO
Education for Customer Service & Operations
Typically a job would require a certain level of education.
Employers hiring for the customer service & 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 & Operations
Desired skills for customer service & operations include:
Processes and banking systems
Technical
Specialty area
Our products
Job and company policies and procedures to complete a variety of assignments
Operations
Process management and products
BEST operational standards
Relevant products
Department
Desired experience for customer service & operations includes:
Ability and experience with building and fostering strong vendor relationships
Ability, experience, and success with building strong working relationships with team members and management
Ability to quickly analyze data and provide trends/coaching to agents in order to improve the customer experience
Ability to demonstrate strong business acumen, forward-thinking, and strong leadership
Aptitude to review business processes for maximum proficiency and recommend/execute changes as needed to improve the customer experience
Analyze and utilize Customer Satisfaction Survey data to revisit current Learning Services processes to ensure efficiency and improve customer satisfaction
Customer Service & Operations Examples
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Customer Service & Operations Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service & operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service & operations
- Customer support – You’ll have full knowledge of our product suite, pricing, and licensing options
- Administrative/Operational work – You’ll be processing orders, issuing quotes, and helping to determine what current practices may need to be updated
- External client current financial spend
- External client growth opportunities
- Understand and summarize data in narrative and graphical formats
- Forecast based upon trends within and external to the business
- Create forms, presentations, and reports with recommendations to senior leadership
- Execute ad-hoc analysis, forms, and database generation and maintenance
- Validate customer entitlement for part orders and calls
- Quote and bill part orders
Qualifications for customer service & operations
- Must have 1-3 years' of client data analytics experience in a customer service environment
- Advanced and demonstrated skill in MS Excel (writing VBA) and Access
- A working knowledge of predictive analytics is preferred but not required
- A Bachelor’s Degree in Accounting/Finance/and or Business is required
- Advanced Knowledge of Microsoft Office Excel (VBA), Access, and PowerPoint
- Knowledge of financial analysis and accounting principles
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Customer Service & Operations Job Description
Job Description Example
Our innovative and growing company is hiring for a customer service & 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 & operations
- Order integrity and timely, proactive communication with internal and external customers to efficiently resolve any order issues
- Daily communication with designated field service engineers on incomplete and/or inaccurate booking and change order requests
- Finalizing order packets and booking records, ensuring completeness and accuracy
- Filing order packet documentation
- Acting as liaison between factories and vendors to resolve any PO related issues
- Tracking of order shipments to ensure on time and complete deliveries to customers sites using various logistical databases and carrier websites
- Issue resolution and generatl support for Field Service Engineers, Power Specialist, Region Service Managers and Life Solutions Program Managers
- Receives and processes orders for testing supplies from customers and sales communicating directly with the supply vendor to resolve order issues
- Work with Express Transport and Express Warehouse to gather requirements for events which you feel are crucial to the customer experience and create operational processes and technology requirements to implement changes to achieve these
- Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility
Qualifications for customer service & operations
- Ability to adapt to a variety of people
- Positive attitude and ability to work well within a team environment
- QAD or other ERP software experience preferred
- Ability to travel 3-4 weeks for training – retuning home on the weekends
- Bachelor’s degree required (or actively enrolled and within one year of completion)
- Work experience in a Customer Service and/or customer contact center environment preferred
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Customer Service & Operations Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of customer service & 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 & operations
- Design the new service contract renewal structure
- Test the design
- Place the collected documents and information in the tool
- Train the team on how to use the tool
- Investigate queries accurately and raise with the relevant parties without delay and escalated where needed
- Recognizes and escalates issues and seeks advice when faced with non-standard issues/problems
- Capture and collate MI as required according to recognised processes and practices
- Complete all mandatory training/accreditations as applicable to your role and your team
- Support improving team and customer performance by Role modelling Core Service Behaviours, Our Standards and adoption of Determined to Lead tools and techniques
- Suggest areas of customer/business focused improvement in their daily processing and escalate appropriately
Qualifications for customer service & operations
- 1-3 years banking research experience required
- Working knowledge of Microsoft Office Suite (Excel, Access, Word & PowerPoint) required
- Demonstrated ability to process work in an organized, methodical manner with great attention to detail required while maintaining productivity standards
- Experience in managing large groups of employees in a collaborative work team environment required
- In addition to the above required experience, working knowledge of another functional area is required
- Experience using mainframe and/or personal computer data base, word processing and statistical analysis software packages preferred
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Customer Service & Operations Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer service & operations. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service & operations
- Preparing and sending formal communications to clients
- Undertaking regular training on aspects of global, local jurisdiction and bank AML standards
- Responding to Remediation customer requests for closing accounts and amending customer details
- Performing against agreed targets
- Interacting with a range of customers and internal business partners
- Ensure we are easy to do business with
- Timely delivery of all customer service commitments
- Delivers on its promises
- Takes every opportunity to upsell & receive value for all services provided
- Ensures gross margin is delivered in line with the customer agreements and contracts
Qualifications for customer service & operations
- Must complete WildBlue certification course within 30 days of hire
- Establish hygiene / process issue and prepare talk off with the customer accordingly for both open and close service requests / complaints
- This position is responsible to close loop with the customer and post providing the customer necessary resolution and initiate re polling to identify efficiency
- Exposure to customer service and/or big box distribution is a plus
- Bachelor's degree in business or health care related field, or equivalent level of professional experience
- Previous experience with CRM tools and applications highly desired
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Customer Service & Operations Job Description
Job Description Example
Our growing company is hiring for a customer service & 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 & operations
- Providing high quality confidential administrative support with strong attention to detail to the Operations & Customer Service team
- Organise complex travel arrangements booking of flights/hotels/comprehensive itineraries and visa applications for the Head of Customer Service EMEA and Group Operations Manager, London as necessary
- Support management with the training and development spreadsheet of requirements ensuring it is kept up to date at all times, booking courses either externally or through internal discussions with L&D department and Senior Management team as relevant, ensuring accurate and concise budget management for training and PO raising as required
- Managing the contractor relationships with Smart Sheet and Exhibitor Kit to ensure we make the most out of the software we have available for both Operations & Customer Service Team
- Ad Hoc event specific projects to support the Operations or Customer Service team’s onsite
- Analyze and provide clear and concise information to management and front line employees
- Monitor key reports that impact product level and availability to ensure orders are closed in a timely manner
- Determine data collection and reporting methodologies and create databases to monitor customer order and call patterns
- Analyze and provide information to call center management and senior management, creating custom reports as necessary and presenting information in an understandable and user-friendly format
- Participate in determining data collection and reporting methodologies, and create and manage programs and databases
Qualifications for customer service & operations
- Strong track record in project and program management within a technology context
- High degree of comfort overseeing major projects, leading teams, and working with senior executives
- Is structured
- Willingness to go into details
- Fresher/1 year of relevant experience
- Be aware of changes in trends/policies/regulations as applicable to your business