Customer Service Manager

Job Responsiblities:

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:

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

The position is for a Customer Service Manager, and the ideal candidate must have at least 3 years of relevant experience OR a relevant level 4 or higher education.

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