Customer Service Manager (e-LEARNING.) at Chips Bits & Bytes Limited (CBBL)

General Purpose:
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job 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

Requirements:

• relevant bachelor's degree
• minimum of 4 – 5 years customer service experience
• must be a female
• supervisory experience
• in-depth knowledge of customer service principles and practices
• in-depth knowledge of customer service software, databases and CRM tools
• Current with relevant technology trends and applications
• proficiency in MS Office applications
• product knowledge
• Key Competencies
• communication skills
• writing skills
• customer service focus
• supervisory skills
• problem analysis and problem-solving
• decision-making
• planning and organizing
• initiative
• flexibility
• presentation skills
• stress tolerance