Customer Service Manager

Job Brief 

• We are looking for an experienced Customer Service Manager to provide excellent & trustworthy end to end customer service that is accessible, reliable and consistent across all touchpoints and to promote this idea throughout the organisation. 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 & Duties

• Improve customer service experience, create engaged customers and facilitate organic growth
• Set a clear mission and deploy strategies focused towards that mission
• Take ownership of customers issues and follow problems through to resolution
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service leaders & 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 utilise assets to achieve qualitative and quantitative targets monitored by internal quality and audit.
• Maintain an orderly workflow according to priorities