Head Customer Service 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
• 8-10years Customer Service Experience
• 5 years 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