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