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Job Description
- We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization.
- The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Responsibilities
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Job Requirements
- Gender: Male
- Fluent written and spoken English
- Minimum of 8 years customer care management knowledge and experience
- Bachelor degree or equivalent in communication, business management or marketing
- preferably and additional training in call center management and customer relationship management.
- sound knowledge of contact center management, processes and operations.
- sound knowledge of customer satisfaction management and NPS programs.
- Excellent leadership skills
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