Softcase Inc. is an international consulting service provider for Information Technology & Enterprise Management Systems. Consulting services are provided for various requirements including Project Management, Quality Management, Programming and Development Services. Softcase, Inc. provides a complete solution to its customers including project management for enterprise systems development and maintenance. Softcase, Inc. provides software development and consulting services for various requirements in information technology industry. We have achieved major success in providing our clients total quality systems at affordable budgets. Several clients have enjoyed a cut in their project costs (up to 66%) by developing the first cut of the application in our offshore center and implementing the system on site. Softcase, Inc. and it’s off shore development center have joined hands to provide state of the art Internet consulting services. These facilities would range from remote portal management to onsite consulting services. This initiative would provide a cost effective mean for startup companies to make their presence on the World Wide Web. Softcase has also partnered with BEA Weblogic systems to provide applications compliant with J2EE specifications using Enterprise Java Beans and Weblogic Application Server. J2EE solutions offer scalability, availability, maintainability and Portability. Softcase, Inc. would provide customized Enterprise Java Beans (EJB) to its clients, which are platform independent and can be deployed in any application server architecture. Softcase would also help its customers integrate their legacy applications with the latest J2EE application architecture. Softcase, Inc. also provides Internet Technology services using Active Server Pages (ASP), Cold Fusion, Visual Basic components, Java Scripting and VB Scripting.
Softcase is seeking an experienced Customer Service Manager to join our growing offices and provide excellent customer service management overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises agents, trains, coaches, and mentors employees.
The Customer Service Manager will:
- Investigate customer's problems and find solutions.
- Communicate with customers via phone, email, or letter.
- Hire, train, and terminate customer service agents.
- Provide scripts to read from during phone calls.
- Handle major incidents that cannot be resolved by agents.
- Resolve complaints and order issues.
- Ask customers to provide feedback on agents and customer service experience.
- Keep abreast of new company products and services.
- Issue refunds to customers.
- Oversee product exchanges and returns.
- Analyze data and statistics.
- Compile and print reports on overall customer satisfaction.
- Isolate and identify areas of improvement.
- Train agents on how to adequately address problem over the phone or how to write correspondence.
- Work with management on customer service initiatives.
- Utilize social media to respond to customer complaints and praise.