General Purpose:Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.Main Job Responsibilities:
develop and implement customer service policies and procedures
define and communicate customer service standards
review and assess customer service contracts
oversee the achievement and maintenance of agreed customer service levels and standards
direct the daily operations of the customer service team
plan, prioritize and delegate work tasks to ensure proper functioning of the department
ensure the necessary resources and tools are available for quality customer service delivery
review customer complaints
track customer complaint resolution
handle complex and escalated customer service issues
monitor accuracy of reporting and data base information
analyze relevant data to determine customer service outputs
identify and implement strategies to improve quality of service, productivity and profitability
liaise with company management to support and implement growth strategies
co-ordinate and manage customer service projects and initiatives
ensure budget requirements are met
Requirements:
relevant bachelor’s degree
minimum of 4 – 5 years customer service experience
must be a female
supervisory experience
in-depth knowledge of customer service principles and practices
in-depth knowledge of customer service software, databases and CRM tools
Current with relevant technology trends and applications
proficiency in MS Office applications
product knowledge
Key Competencies
communication skills
writing skills
customer service focus
supervisory skills
problem analysis and problem-solving
decision-making
planning and organizing
initiative
flexibility
presentation skills
stress tolerance
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