- Training and managing Customer Service Assistants and Representatives
- 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 toward that mission
- Creating customer loyalty programs to increase revenue and improve client retention
- Determine KPIs for call center agents to increase performance
- 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
- Maintain an orderly workflow according to priorities
Proven working experience as a Customer Service Manager, Retail Manager, or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesProficiency in EnglishWorking knowledge of customer service software, databases, and toolsAwareness of the industry’s latest technology trends and applicationsAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationBS degree in Business Administration or related field