Customer Service / Customer Experience Manager at Mandilas Group

Objectives

• This role is to provide excellent customer service / customer experience and promote the idea throughout the organization.
• The goal is to keep the department running in an efficient and profitable manner, by developing effective customer service / experience procedures, implementing customer loyalty programs and setting customer satisfaction goals.

Responsibilities

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Stay informed on the latest industry techniques and methods.
• Develop service procedures, policies and standards
• Keep accurate records and document customer service activities and discussions
• Mentor, supervise and develop customer service staff and nurture an environment where they can excel in order to meet Mandilas' mandate
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Assess service statistics and prepare detailed reports on your findings.

Requirements

• Bachelor's Degree in Business Administration or related field
• A minimum of 5 years of proven experience in a customer service / experience position
• Good understanding of management practices and techniques
• Outstanding written and verbal communication skills
• Proficiency in Microsoft Office and customer service software
• Awareness of industry’s latest technology trends and applications
• Excellent leadership and interpersonal skills
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Ability to think strategically in terms of culture and behavior, business processes and technology and tools
• Outstanding leadership abilities
• Creative problem-solving and innovative thinking.