Job Description
In order to push our continued level of success, we require talented and resourceful individuals to head our dynamic Customer Service team; the successful candidate will be responsible for ensuring product and services meet the established standards of quality including reliability and performance.
Responsibilities
Develop and update customer service policies and procedures.
Manage and lead a team of customer services staff .
Ensure required rate of conversion of lead within all conversion funnel.
Ensure month on month growth on all conversion funnel.
Develop, integrate and enforce departmental policy.
Ensure accomplishment of target across units
Monitor relevant periodic targets per role.
Making sure accurate records are kept of communications with customers.
Give feedback on results.
Organise regular trainings based on data collected.
Handle complaints on major issues.
Ensure customers’ needs and expectations are satisfied.
Analysing key management information to see how well customers are being served.
Assist in recruitment, trainings and appraisals of staff.
Keeping up to date with developments in customer service.
Qualifications and Experience
Minimum of Bachelor’s Degree.
Experience with implementation of corrective action programs.
Customer service experience.
Strong computer skills including Microsoft Office and databases.
Knowledge of relevant regulatory requirements.
Key Competencies:
Attention to details.
Communication skills – verbal and written.
Data collection, management and analysis.
Problem analysis and problem solving.
Planning and organizing.
Judgment and decision-making.
Customer service orientation.
Teamwork.
Apply via :
docs.google.com
