Customer Service Manager at Health Plus Limited

The Customer Service Manager will be responsible for directing the management of day-to-day operations of a team of representatives who handle customer service inquiries, order processing, and problem resolution. Oversee the development and implementation of policies, procedures, operating structure and systems.

Key elements of the role

Report to the COO

o   Support with the planning, developing and implementing of strategy for the customer relationship management function
o   A courteous, professional and friendly phone manner
o   Solve product or service problems by clarifying the customer's complaint and explaining the best solution to solve the problem
o   Initiate required action for response to customer service requests for order changes, maintenance of order/customer information files and communicate changes to the appropriate personnel/departments
o   Play a role in the development of proficient customer relationship management processes and applications.
o   Develop, optimize and implement business models for retention of company’s customer base
o   Manage and optimize customer information on a customer relationship management software
o   Advice on customer relationship management activities and ensure monthly reporting
o   Identify and implement processes to improve and ensure accuracy of customer data
o   Manage the customer care telephone lines
o   Ensure key customer memorable events are promptly acknowledged

Desired Skills & Experience

o   A good degree with 7 years minimum experience in a structured organisation, 3 years of which must be in a managerial capacity
o   Membership of a recognised professional body is an added advantage
o   Leadership, managerial and teambuilding skills
o   Negotiation and persuasion skills
o   Excellent interpersonal and people skills
o   Planning & organisational Skill
o   Ability to manage time and prioritise tasks
o   Good problem solving and decision making skills
o   Excellent verbal and written communication skills
o   High standard of attention to detail
o   In-depth knowledge of customer service principles and practices
o   Proficiency in CRM systems
o   A good working Knowledge of Microsoft Office Suite like Word, Outlook, and Excel