• We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation.
• 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.

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 on 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 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

• 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.