Customer Service Manager at AIM Consultants

Details:

Summary:

Will be responsible for overseeing the day to day running of the customer service inbound and outbound telephone calls and ensuring premium customer care are delivered at all times whilst maintaining a supportive working environment.

Responsibilities and Duties.

• Ensuring a high-performing customer service system
• Develop strategies for moving the customer care department forward.
• Monitoring of performance and analysis of reports in order to derive improvement plans
• Monitor employee productivity on  a daily basis
• Identify training needs for team members.
• Resolving of any issues on the clients' site and cooperation with respective other departments
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Manage records of customer interactions on the CRM.
• Ensure compliance with communication procedures, guidelines and policies.
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
•  Use telephones to reach out to customers and verify account information
• Proactively follow up with customers to determine their satisfaction level with services provided.
• Manage the Company’s online presence
• Ability to manage projects

Eductation and Experience

• Degree in business, marketing or any other related field
• Minimum of 3 years’ experience in similar position
• Strongly developed networking and communication as well as analytical skills
• High customer-orientation and business acumen
• Ability to organize projects simultaneously and keep an eye on the details
• Interpersonal skills as well as the will and ability to cooperate with people from other departments and managerial levels
• Excellent Knowledge of Microsoft