E-Service Manager

Key Accountabilities

Planning & Organization

• Lead and manage the e-Services team with the purpose of delivering outstanding services through digital channels that meet and exceed customer expectations.
• Manage all service channels through social media including Facebook, Instagram and twitter.
• Review regularly the customers feedback together with appropriate stakeholders from across the company, aiming at satisfying current and future customer needs
• Ensure that the e-service team gets adequate training on new products, technology, systems social media language and approach.
• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented.
• · Work with the sales and retention teams to identify gaps and reduce churn through feedback.
• · Produce monthly reports for all Social Media and Feedback mailbox activities including complaint trends, comments and increased usage.
• · Monitor customers’ responses and comments liaise with all related departments to provide and escalate feedback on trends related to customer views.
• · Manage service complaints created by the contact centers and resolve customers’ issues in a timely manner.

Financial Excellence (budgets, revenue/profit and costs)

• To contribute in minimizing the number of calls received through the call center by making sure to ensure complete resolution and full satisfaction for all received cased via social media and feedback mailbox.
• Provide excellent service levels contributing to lower churn.

Customer Excellence (internal/external customer engagement and relationship management)

• Responsible for achieving assigned service levels and targets
• To provide excellent quality to customers through digital channels.
• Ensure all email correspondence to customers / other departments are acted on effectively and promptly.

People Excellence (internal/external customer engagement and relationship management)

• To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty and desire to support others.
• Be aware of performance measures and how they can be influenced.
• Develop best working practices and develop knowledge within the team.
• Ensure good relations established and maintained with key interfacing areas, managing customer-affecting issues to resolution where appropriate.
• To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures.
• To display confidence, self-belief and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
• Continuously develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes.

Frameworks, boundaries and decision-making authority

• To set all e-service team targets.
• To help setting budgets and to make sure they are implemented accurately for the social media and feedback teams.
• To manage performance reports and KPIs measurement tools.

• To review and develop systems and processes to ensure simplicity for customers and internal teams.
• To oversee automated services and systems and report any issues to IT/IS/Programming for fix.