Customer Service Manager

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 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 industrys 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
 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 industrys 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
 BS degree in Business Administration or related field,