Customer Service Manager

About the job

Job brief

We are looking for a motivated and experienced customer service manager to lead our customer service department and provide excellent customer service.

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. Your responsibility will be to provide outstanding customer service to our clients by developing effective customer service procedures, setting customer satisfaction goals and promote the idea throughout the organisation.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Analyse statistics and compile accurate reports, Assess service statistics and prepare detailed reports on your findings.
• 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
• Supervising day-to-day operations in the customer service department.
• Maintain an orderly workflow according to priorities

Requirements and skills

• A minimum of 4-5 years of proven experience in a customer service position and 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, strong client-facing and communication skills
• Working knowledge of customer service software, databases and tools
• Excellent leadership and interpersonal skills, ability to think strategically and to lead.
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field