● Improve customer service experience, create engaged customers and facilitate organic growth
● 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
● 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
● Proven working experience as a Customer Service 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 industry’s 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