Your Mission
Within the Relations Center, manages a team of Ambassadors and closely monitors the quality of service they provide to ensure that it is in line with the defined KPIs.
HOW WILL YOU MAKE AN IMPACT
- Manage a team of Ambassadors within the Relations Center, ensuring the quality of service aligns with defined KPIs.
- Provide detailed product/service information and address complex customer inquiries.
- Record and process custom/special orders, coordinating with additional resources as needed.
- Handle advanced issue escalations promptly, providing managerial approvals when necessary.
- Develop and implement customer contact plans to communicate product launches and engage potential customers in sales campaigns.
- Act as the primary contact for customer queries and complaints, resolving issues or escalating them as appropriate.
- Set clear objectives for sales calls or meetings, using standard materials to present to customers and evaluate their interest.
- Support customer renewals through exceptional service, assisting sales teams as required.
- Monitor team members use of the CRM system, resolving standard issues and escalating as needed.
- Identify and report instances of noncompliance with organizational policies and regulatory codes within the team.
- Participate in assessment and development planning activities, formal and informal training, and coaching to enhance personal capabilities.
- Assign short-term work schedules to team members to meet expectations within established timelines.
- Use performance management systems to improve personal and team performance, taking corrective actions to ensure timeliness and quality.
- Provide operational support services and occasionally act as a first-line supervisor in a transactional operations area.
- Maintain an understanding of relevant technology, external regulations, and industry best practices through ongoing education and professional development.
- Ensure compliance with the company's diversity and inclusion guidelines in all job responsibilities and interactions.
HOW WILL YOU EXPERIENCE SUCCESS WITH US
Short-Cycle Tertiary Education
Experienced practitioner able to work unsupervised.
