Job Brief

Our company is searching for a motivated and experienced customer service manager. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

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.

Job 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’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

Skills and Requirements

• 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 the industry’s latest technology trends and applications
• Ability to think strategically and 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.
• BS degree in Business Administration or related field

Career Prospects

As a Customer Service Manager, you can progress through the grades. You'll advance by gaining experience and taking appropriate qualifications and training. As you progress, you'll take on more responsibility - at this entry-level you will get involved in planning lessons, developing support materials and delivering lessons unsupervised.

Person Specification