Call Center Manager

Responsibilities

• Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions.
• Acting as the primary point of contact for Order Management issues, working closely with retail teams to ensure efficient resolution.
• Accurately entering data into the order entry system to facilitate seamless order processing.
• Detail-oriented and proactive.
• Adhering to standard work practices to ensure professional and consistent service delivery.
• Uses relevant software, databases, scripts, and tools to deliver satisfactory service to customers.
• Proactively addressing and resolving customer issues, including order fulfillment and information requests.

Detailed description

Responsibilities

• Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions.
• Acting as the primary point of contact for Order Management issues, working closely with retail teams to ensure efficient resolution.
• Accurately entering data into the order entry system to facilitate seamless order processing.
• Detail-oriented and proactive.
• Adhering to standard work practices to ensure professional and consistent service delivery.
• Uses relevant software, databases, scripts, and tools to deliver satisfactory service to customers.
• Proactively addressing and resolving customer issues, including order fulfillment and information requests.

Requirements

• 2-3 years of experience in call center environments, demonstrating proficiency in customer service practices.
• Strong oral and written communication skills.
• Previous management experience
• Basic competency in Microsoft Suite (Outlook, Word, PowerPoint).
• Possesses the ability to coach and monitor staff performance and provide corrective coaching when necessary.
• Understand & adhere to all policies, procedures, standards, specifications, guidelines, and training programs.