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Job Description
- Responsibility 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.
Role responsibilities:
- 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 Services 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
- Proven working experience as a customer service manager or assistant manager
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Ability to work under pressure.
- 5+ years of experience in supervision and/or managerial level
