Customer Service Manager

The Customer Service Manager plays vital role in shaping the organization's relationship with its customers, from overseeing a team of customer service representatives to ensuring a seamless customer experience.

II. DUTIES & RESPONSIBILITIES

• Lead and manage the Customer Service Operations that include the contact-centre, quality, training and project teams; 
• Improve customer service quality results by studying, evaluating, and re-designing processes; Establish and communicate service metrics, monitor and analyze results; Develop customer service strategies and implement changes
• Set objectives, establish service standards, and create processes to ensure exceptional customer experiences
• Create and implement customer service procedures that will enhance the organization, service delivery, operating procedures and standards
• Maximize customer operational performance by providing help desk resources and technical advice - resolve problems, disseminate updates and new techniques, detect and diagnose problems
• Work closely on activities that impact customer service levels, operational efficiency and inbound complaints
• Drive initiatives to enhance the customer experience, streamlining operations, and staying updated with industry best practices
• Build loyalty and long-term partnerships through effective communication and personalized service
• Give constant direction to the team and ensure that all customer inquiries are rightfully attended to on time and in the best way possible
• Motivate, coach, train and direct customer service team on the best ways and approaches to attend to customers’ needs
• Create and manage team rosters and schedules, ensuring proper manpower strength at any given shift
• Relay customer feedback across the business in a timely manner, with a sense of urgency
• Keep accurate records and document customer service actions and discussions

III. JOB QUALIFICATIONS

• Bachelor's degree in Business Management, Communication or any related course
• 3-5 years working experience as a Customer Service Manager, preferably in a retail industry
• Customer centric and has experience in providing customer service support
• Excellent communication and interpersonal skills
• Ability to think strategically and to lead a team
• Critical thinker and possess problem-solving skills

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