Head Customer Service (Ref: 426) at Global Profilers

Responsibilities:

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs

Qualification and Experience:

• Relevant Bachelor's Degree
• Customer Service Experience
• Supervisory Experience
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Product knowledge
• Call Centre Experience

Expectations/Skills
·         Interest and enjoyment in working with people
·         Polite and tactful personality
·         Numerical Skills
·         Ability to plan
·         Patient
·         Able to work calmly under pressure
·         IT skills