Team Lead, Customer Services & Support at Cordros Capital

Job Purpose

Cordros Capital Limited needs an experienced & dedicated Customer Service Manager to provide 'excellent customer service' and to promote this idea throughout the organization. The goal is to keep the customer service department running efficiently and profitably, to increase customer satisfaction, loyalty, and retention, and to meet customers' expectations.

The Team Lead, Customer Service & Support is required to:

• Improve customer service experience, create engaged customers, and facilitate organic growth
• Take ownership of client issues, and follow problems through to resolution.
• Work with Managers across the group to address customer complaints and concerns as needed.
• Set a clear mission for the customer service unit and deploy strategies focused toward that mission.
• Achieve maximum profitability & growth in accordance with the Company's growth plans.

Responsibilities

• Strategic Responsibilities – 60%
• Drive the effective implementation of the group's Client Complaint Management Framework.
• Develop customer service related procedures, policies and standards.
• Generate, collate, and store customer service data from customer service actions and discussions, which would help the group in devising its client growth and retention strategy.
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep abreast of industry's developments and apply best practices to areas for improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Prepare, adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities
• Operational Responsibilities – 20%
• Direct and manage all the customer service activities
• Direct, manage and monitor the overall performance of the customer services team
• Effective liaison, support and assistance between customer services department and the rest of the group
• Maintain and improve mechanisms for surveying and measuring customer satisfaction, and disseminate feedback to the appropriate internal entities
• Utilize CRM (Cordros Omni Channel) to manage the functions of receiving, assessing, analyzing, resolving and documenting customers' issues and complaints in accordance with agreed requirements
• Develop plans for customer service activities.
• Support all other departments with customer service and related issues
• Develop plans for team activities to include strategy for achieving agreed targets
• Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information
• Set an example for team members on commitment, customer service knowledge, work ethics and habits and personal character
• Maintain accurate customer service records
• Control expenses to meet budgetary controls
• Adhere to all organization policies and procedures,
• Interact and co-operate with all members of the group, including its vendors, and clients.
• Reporting – 10%
• Prepare and submit comprehensive customer service reports on a monthly basis or as otherwise required, to the Head, Corporate Services or other designated persons.
• Provide updates on projects and business as usual.
• Provide the group's Management with quantitative and qualitative reports on the unit's activities as they affect the overall strategy for the group.
• Stakeholder Management – 10%
• Present to Management and business heads, quality reports with issues identified and supportive business-focused recommendations, during bi-weekly management meetings, or as often as required.
• Deliver valued advice and guidance to Management & Executive Management on client growth and client-related issues.
• Keep Executive Management and other internal stakeholders informed on any matter that may pose financial or reputational risks for the business.
• Attend relevant official meetings.
• Develop and implement a program of regular meetings with internal stakeholders

Job Requirements

Education:

• At least a relevant Bachelor's degree preferably in business administration or similar or other relevant tertiary qualifications.
• Relevant professional certification in Customer Service

Experience

• At least five (5) years of significant and successful managerial experience in a customer service role.

Key Knowledge and Skills

Knowledge and Experience

The incumbent must have proficiency knowledge in the following areas:

• Technical Knowledge – Advanced knowledge and understanding of the group's business, products, and service offerings.
• Awareness of the industry's latest technology trends and applications
• Familiar with Microsoft Office applications, and knowledgeable in the vendor database

Skills and Competencies

The incumbent must demonstrate the following skills:

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Excellent knowledge of management methods and techniques
• Proficient in English (verbal and written)
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically
• Strong client-facing and communication skills
• Project management skills
• Leadership skills with the ability to motivate and manage a team
• Advanced multi-tasking skills
• Customer service orientation
• The ability to contribute to the commercial objectives of the business.
• Ability to consider issues from a range of angles and propose creative solutions that assist the business in achieving its set goals.
• Must possess strong leadership and interpersonal skills.

Mental & Environmental Demands

• Special work requirements: Travel demands as relevant
• Business change accountability: Responsible for business innovation and change implementation.
• Finance/Resource accountability: Responsible for client and AUM growth