- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- 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
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- 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, Operation Manager Or Sales Manager● Experience in providing customer service support● Excellent knowledge of management methods and techniques● Working knowledge of customer service software, databases and tools● Ability to think strategically and to lead● Strong client-facing and communication skills● Advanced troubleshooting and multi-tasking skills● Customer service orientation.