Customer Service Manager

Job Brief

Customer Service Managers are professionals who provide outstanding customer service. They lead and motivate their team, and develop loyalty programs to increase customer satisfaction.

Job Description

• ● 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
• ● 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
• ● Adhere to and manage the approved budget
• ● 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 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