Customer Service Manager at Vantegral Consulting

We are looking for a Customer Support Manager to be accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department. This role balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations. This role will oversee cost effectiveness, productivity, and the provision of customer support procedures that nurture continuous improvement.

Results:

• Leadership: to provide leadership and support for the whole CS team. You will enforce and oversee the adoption of the department’s vision, goals and objectives at all levels. You will lead the ground support for the implementation of customer experience strategies. You will ensure that the CS’s team’s metrics add significant value to the business by meeting customer satisfaction targets
• Training: You will play a key mentorship and training role to consistently review and upscale customer service communication and execution strategies. You will aid in sharpening skills and grooming all customer service agents to achieve high quality outputs
• Strategy: You will oversee and determine key strategic direction and objectives Mom and quarterly. You will drive necessary changes in the improvement of operating and organizational efficiency of the team
• Analytics: You will be accountable for measuring the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agents to consumer correspondence. You will conduct research and put performance measures in place for the purpose of continually monitoring the customer support performance processes. You will conduct financial analysis to ensure you monitor the department’s budget showcased in your reports to the Head of Commercial
• Relationships: You will be in charge of managing both internal and external relationships on behalf of the customer support department. These interactions will normally involve negotiation with consumers with an aim of collecting feedback on customer support efforts and influencing senior customer support management and stakeholders on proposed approaches and strategies for the department.

Competencies:

• Analytical and high attention to detail
• An understanding of trends and an ability to respond to consumer needs
• Creativity and an ability to produce innovative and original ideas
• The ability to manage and allocate budgets
• Excellent written and verbal communication skills
• Experience with and an understanding of market research
• Bold, ready to become a change agent
• Creative, forward thinker
• Time Management Skills

Requirements:

• 6+ years of working experience in customer support, preferably working as a Customer Support Manager for a business within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques.
• Experience in managing a high quality customer service team
• Proven and successful experience driving positive change and influencing enhanced performance in a customer support department.
• Experience mapping customer journeys and creating customer support strategies.
• A deep understanding of the importance of aligning departmental targets with the business KPIs.
• Exceptional communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies
• Excellent communication skills that will aid in the creation of engaging reports and presentations for senior customer support management.
• Capable of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner.
• Technological acumen-to maintain regular and effective contact with their consumers and to track team analytics and performance
• Able to demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation. The candidate will also possess strong skills in data management, analysis, and processing, having an ability to translate raw consumer support data and information into actionable solutions and strategies.
• Able to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively under pressure and deliver results.
• Able to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and uncertainty and inspire the same in junior customer support personnel.
• Outstanding leadership skills- an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions.