Human Resource Division JOB DESCRIPTION

Job Title: Customer Service Centre Company : CMPak

CS 2.7

Floor supervisor Reports to: Manager Customer Service Centre

Division/Location: JOB PURPOSE

Lead by example and supervise a service team in a harmonized manner. Focus towards daily operations, floor management, effective and efficient customer queue management, achieve daily service targets/KPIs, team management, situational & pressure handling, high customer satisfaction and build customer relationship.

PRINCIPAL ACCOUNTABILITIES
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Meet all Targets/KPIs set by the department. Monitor and ensure that all targets/KPIs are met to secure the set goals. Ensure the smooth / proper customer handling by Customer Services Staff. Maintain High Customer Satisfaction Level. Responsible for achieving high customer satisfaction through high quality service delivery. Take accurate measures against feedback from customer service. Ensure complaints are handled within the given time frame. Employee Satisfaction Level. To ensure proper administration and discipline at the CMPak Customer Service Centre. Responsible for high motivational level of the staff within the subunit. Conduct regular meeting with team to discuss operational issues provide performance feedback. Updated with Customer Service Policies & Procedures. Ensure complete understanding of Customer Services processes, policies, code of conduct and a strict adherence. Ensure that staff is following proper and complete process to execute customer requests Management Floor Activities. Ensure full technical & system support to staff to increase work efficiency and resolve queries within given time to maintain the customer service level up to company standard. Effective customer queue management. Review and asses daily operations and give feedback for improvement CSC Manager. Co-ordination within and outside department for smooth and efficient work flow.

KPIS

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Human Resource Division JOB DESCRIPTION

SCOPE, JOB CONTEXT, COMMUNICATION AND DECISION MAKING
Scope: Manage CSC floor operations, Customer Satisfaction, walk-in customers and work flow Job Context/Operating Environment: CSC operations and people management Communication - Internal : All departments especially, IT, Engineering, Marketing & COPS External: Customers & Service Providers Decisions: Day to day Operations of CSCs to enhance efficiency, customer management
feedback/ suggestion to management regarding operations expansion & planning

CS 2.7

KNOWLEDGE, SKILLS & EXPERIENCE

Qualifications/ Knowledge : Bachelors Training : Skills - Generic : Innovative, proactive & customer focused, work well in pressure situation,
self motivated & flexible, uphold company image, leadership skills, hands on with Microsoft Office Applications

Skills- Job Specific : Clear & strong CS Concept, Excellent management skills, Coaching/
Developing Skills, Good Interpersonal & intra personal skills, Good writing & Presentation skills, ability to take risks, knowledge on corporate culture & values

Experience: 2-3 Years of working experience in the related field on a managerial position

DIMENSIONS AND KEY FACTORS

No. of Subordinates : Direct Reports e.g. Sales Revenue Operating Budget Total : : 2004 (A) 2005 (B) Indirect Reports :

Statements in this document are intended to reflect, in general, the duties and responsibilities of the position, but are not to be interpreted as totally inclusive Reviewed by Job Holder: Name: Date: Reviewed by : HR Date : Approved by : Line Manager: Date :