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Job Description
- Responsible for the day to day management of the Customer Services Department.
- Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained.
- Ensure the full implementation of the Customer Services strategy across the business.
- Ensure that the Customer Services function operates effectively and that the functions’ activities are aligned to departmental and Company objectives.
- Ensure that all customer inquiries are satisfactorily managed, resolved and closed within agreed timescales.
- Ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customers.
- Represent the Customer Service function as an active member of the Senior Management Team.
- Actively promote and manage the process of continuous improvement in Customer Service standards within Call Inquiries and complaints.
- Promote effective communication throughout all levels of the Customer Services function.
Job Requirements
- 5+ years of experience in supervision and/or managerial level.
- Proven working experience as a customer service manager or assistant manager.
- Excellent knowledge of management methods and techniques.
- Working knowledge of customer service software, databases, and tools.
- Awareness of smart-phone industry’s latest technology trends and applications.
- Ability to think strategically and to lead with advanced troubleshooting and multi-tasking skills.
