customer services manager

Overview

Responsibilities

·         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

Requirements and skills

·         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