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Job Description
- Training and managing Customer Service Assistants and Representatives
- 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 toward that mission
- Creating customer loyalty programs to increase revenue and improve client retention
- Determine KPIs for call center agents to increase performance
- 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 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
- Maintain an orderly workflow according to priorities
Job Requirements
- Proven working experience as a Customer Service Manager, Retail Manager, or Assistant Manager
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases, and tools
- Awareness of the 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
- BS degree in Business Administration or related field
