We seek a suitably
experienced, self driven and motivated Customer Service Manager to manage key accounts and provide excellent customer service to
promote this idea throughout the organization.
The goal is to keep the
department running in an efficient and profitable manner, to increase customer
satisfaction, loyalty and retention and to meet their expectations.
Duties and Responsibilities
- Manage contents
of SOW/SOP/SLAs for the various accounts and clearly understands the
deliverables for each account.
- Undertakes
daily reviews of operational and quality management processes to identify
gaps and areas of improvement.
- Carries out
weekly reviews with the various Operations staff to ensure is fully aware
of any challenges that are being encountered in meeting the SLAs and
tracks performance of each Account.
- Designs and/or
recommends appropriate process improvements for operations and quality
management for each account.
- Oversees the
implementation of these improvements and undertakes regular evaluation of
these improvements to assess improvement in operational effectiveness and
efficiency.
- Critically
analyses each account’s performance to interpret and identify trends;
identify areas of improvement and value add services.
- Prepares and
presents consolidated monthly operational performance reports and
recommends action plans for value add services to increase revenue
streams.
- Works closely
with the operations and quality team to proactively suggest areas of
improvement, and areas of possible increase in revenue streams for each
account.
- Prepares and
presents quarterly strategic reports for each account for internal and
client decision making purposes.
- Responsible for
strategic communication with the clients on Service Delivery and Customer
Satisfaction.
- Undertakes
regular client VOC to calibrate client expectations viz-a-viz Service
Delivery.
Experience and Skills
- A basic
tertiary education of diploma/degree.
- Call center
experience is Mandatory
- Proficient in
MS Office Suite and data analysis tools.
- General
understanding of ICT
- Minimum of 5
years of management experience in financial services, Data or
telecommunications industry managing large teams of not less than 50.
- Experience in leading
initiatives and business strategies internally to improve day to day
operations
- Proven
experience in process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Excellent
communication and presentation skills.
- Exceptional
customer service skills are mandatory.
- Demonstrated
ability to meet set performance targets, proven documented track record
(advantage if within a call centre environment).
- Excellent
coaching and feedback skills.
- Demonstrated
cost awareness & business savvy.
- Experience in
project management will have an added advantage.
Key competencies and
attributes:
- Target and
Results driven
- Excellent
leadership skills
- Strong
interpersonal skills
- Decision-making
skills
- Independent
thinking
- Excellent
verbal and written communication skills
- Exceptional
reporting and presentation skills
- Good conceptual
reasoning
- Solution driven
attitude
- Stress tolerant
and resilient
- Self-motivated
- Initiative
- Ability to
assimilate new information quickly
- Flexible and
adaptable
- Team player
- Proven conflict
management skills
- Reliable and
committed
- Good
negotiation skills