Head of Service

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Work with a team of customer service professionals to create a culture of premium customer service. Provide resolutions to customer complaints while adhering to company policies and guidelines. Document and maintain a record of all customer complaints. Explain the company policies to customers concerning their queries and concerns. Work with team members and supervisors to resolve issues on the vendor end when needed. Handle a large number of requests per day on chat, email, or call. Maintain a pleasant demeanor and tone for the entire work shift.

Plan, direct, or coordinate one or more administrative services of an organization, such as records and information management, mail distribution, and other office support services.

Receive and pay out money. Keep records of money and negotiable instruments involved in a financial institution's various transactions.

Implement the processes, and assist in developing further strategies and policies to ensure higher customer satisfaction and higher profitability. Manage the resolutions and billing team members and provide strategic support from time to time. Lead the operations team and identify opportunities to streamline processes. Work to create a better customer experience and speed up internal processes. Provide leadership to resolve all staff and customers' queries and concerns. Keep an eye on key accounts and manage them personally if needed. Manage the recruitment, training, and retraining of all team members.

Perform routine administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers.