Customer Service Manager at BBOXX

Role Brief:

• The Customer Service manager will be responsible of balancing cost and quality in customer service: create a customer service experience across multiple channels (Call Centre, Shops, Self-Service Apps, and more) that encourages long-term loyalty and growth with Bboxx, while also implementing initiatives to reduce cost-to-serve.

What you can expect to be doing:

• Assist in the implementation of a Customer Service Call Centre
• Manage daily operations at the Customer Service Call Centre; including a team of supervisors and call operators
• Coordinate the collection of data from the Call Centre and provide reports to Senior Management.
• Monitor and improve customer service across the Bboxx Shop network
• Coordinate the implementation of Customer Satisfaction Surveys
• Work with Regional Managers to implement operational improvements at the Customer Service Call Centre
• Regularly review customer service call centre processes and so that you can document new or update the existing
• Train new Customer Service staff
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Know our products inside and out so that you can answer questions
• Perform Other Administrative Support Duties As Required
• Handle and manage all discussions/relationships with external partners (Telecoms, service providers)

Description of tasks:

• Day-to-day management of Call Centre Team
• Manage budget for Customer Service department
• Collect and produce reports for senior management for various reporting
• Raise recurring customer issues with senior management
• Carry out process audits for all aftersales processes to be managed at the Call Centre
• Meet targets for reduction of late payers through call centre processes
• Meet targets for call volumes and response to mass SMS systems
• Perform quality assurance on out-going calls and shop interactions
• Assist in recruitment and training for new staff
• Escalation of Technical related issues
• Manage all projects/Pilots handled in the call centre
• Manage the planning of shifts for both supervisors and call operators

What we are looking for:

• Must hold relevant Business degree, or related field with at least 3 years’ experience in a Customer Service / Call Centre based role, including people management.

Desired skills include:

• Strong analytical skills
• Excellent communication
• Strong motivational skills
• Good at planning and organisation
• Polite, tactful and friendly attitude
• Ability to multi-task
• Excellent problem-solving skills
• Ability to show understanding to customer needs
• High attention to detail and excellent analytical skills
• High integrity and ethical level;
• Able to maintain utmost confidentiality of information in their possession
• Excellent communication, interpersonal, negotiation and presentation skills
• Self-motivated, confident and outgoing personality
• Have great attention to detail and able to get things done to completion
• Bonus experience if you have it