Customer Service Manager

Job Description

We are on the lookout for a highly talented and self-motivated Customer Service Manager to join us on our journey in advancing global brand transformation. You will be responsible for helping to drive the development of an excellent working climate within the function.

Responsibilities:

• Team Leadership: Lead and mentor a diverse team of call agents, email agents, and chat/SMS agents, fostering a positive and productive work environment.
• Operational Management: Oversee the day-to-day operations of the contact center, ensuring smooth and efficient workflow across all communication channels.
• Performance Monitoring: Monitor team performance, set goals, and implement strategies to achieve key performance indicators (KPIs) and service level agreements (SLAs).
• Training and Development: Develop and deliver training programs to enhance the skills and knowledge of the team, promoting continuous improvement.
• Quality Assurance: Implement quality assurance processes to ensure consistent and high-quality customer interactions.
• Reporting and Analysis: Generate and analyze reports on team performance, customer satisfaction, and operational metrics to identify areas for improvement.
• Customer Service Excellence: Maintain a customer-centric approach, ensuring that all interactions meet or exceed customer expectations.
• Collaboration: Work closely with other departments to align contact center operations with overall business objectives.

Requirements:

• Experience: Minimum of 5-8 years of experience in a contact center environment, with at least 3-4 years in a Team Lead or Assistant Manager role.
• Leadership Skills: Proven ability to lead and motivate teams, with strong interpersonal and communication skills.
• Technical Proficiency: Familiarity with contact center technologies and software, including CRM systems and communication platforms.
• Analytical Skills: Strong analytical and problem-solving abilities, with experience in performance monitoring and reporting.
• Customer Focus: Demonstrated commitment to delivering exceptional customer service.
• Education: Bachelor’s degree in business administration, Management, or a related field (preferred).

Interested candidates can apply online or email your CV to [email protected]