Customer Service Manager at Pukka Logistics & Support Services

Job Description

• Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
• Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
• Provides training on handling of sensitive customer service issues
• Monitors and reviews processes for ways to make procedures more time and cost-effective
• Makes regular reports to upper management about department milestones and progress
• Holds regular meetings with department staff to discuss expectations and hear team concerns
• Plans and maintains departmental budget
• Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
• Coordinates with sales department to incorporate plans to increase customer satisfaction
• Manages issues with the staff through assessment and subsequent corrective action protocol
• Ensures work environment is compliant with all applicable laws and regulations
• Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
• Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.

Skills and Qualifications

• Good Communication Skills, Leadership Experience, Critical Thinker, Problem Solver, Analytical, Customer Service, Accurate Record Keeping.
• B.Sc in any related field with minimum of seven years experience.