SUMMARY:

PRIMARY RESPONSIBILITIES:

Job Purpose: To manage the productivity and effectiveness of the customer service assistants; create, monitor and manage key performance indicators (KPI’s). Other responsibilities include:

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing net promoter scores; implementing changes that drive growth.
• Develops and manages the customer service assistants team; disseminating processes, procedures, and new techniques to the team;
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.

SKILLS AND CERTIFICATION:

• Demonstrated experience in Customer Service
• Process Improvement
• Decision Making
• Managing Processes
• Staffing Planning
• Tracking Budget Expenses
• Analyzing Information
• Developing Standards
• Help Desk Experience
• Emphasis on Excellence.

HOW TO APPLY:

 

Interested candidates holding the necessary requirements, good performance and / or references are encouraged to apply with detailed CV’s, inclusive of names and contacts of 3 referees, current telephone number and email address through this link: Customer Service Manager