Customer Service Manager

Our company is searching for a motivated and experienced Customer Service Manager to lead our customer service department. 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.To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities

- Supervise day-to-day operations in the customer service department.
- Respond to customer service issues in a timely manner.
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a
steady basis.- Implement an effective customer loyalty program.
- Maintain accurate records and document all customer service activities and discussions.
- 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
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Manage the approved budget of the customer service department.
- Maintain an orderly workflow according to priorities
Requirements:
Bachelor’s degree in Business Administration or relevant field.

Proven working experience as a customer service manager, retail manager or assistant manager

Experience in providing customer service support

Awareness of the 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

Proficiency in Microsoft Office and customer service software.

Outstanding written and verbal communication skills.

Good understanding of management practices and techniques.

Excellent leadership and interpersonal skills.

Job Requirements
Required education
: Diploma, Associate's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
Education certificate
- the official certificate for your highest education
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