Customer Service Manager  

What you'll be doing:

• 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

What we're looking for:

• At least 5 years work experience in a customer service role
• At least 3 years in a supervisory role, with sales background is a plus!
• Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals;
• Listening skills, to understand exactly what customers require;
• Problem-solving skills;
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;
• Motivational skills and an ability to supervise and lead a team of customer service assistants;
• Creative thinking, to be able to come up with new ideas to improve customer service standards;
• An ability to work well under pressure;
• Organisational and planning skills to develop customer services policies;
• Good personal presentation, especially when working with customers face to face;
• A commitment to improve your own customer service skills on an ongoing basis.
• Willing to work in fast-paced environment
• Willing to work in a shifting schedule
• Can start ASAP