Our client, a leading microfinance company, is looking for a qualified Customer Service Manager who will responsible for directing the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.
o Plan, organize, direct, manage and evaluate the customer service activities and budget of an organization.
o Develop, implement and manage the organizations customer service policies, procedures, standards, and strategies.
o Comply with and maintain knowledge of applicable rules, regulations, standards, and best practices.
o Set margins and sales targets and evaluate the performance of sales promotions.
o Evaluate the quality of completed work and services.
o Ensure all customer service activities support and strengthen the strategic objectives of the overall organization.
o Improve the effectiveness of all customer service activities and apply new knowledge to management tasks for the improvement of customer service activities.
o Prepare or oversee the preparation of reports and statistics related to the customer service function for upper management.
o Interview, select, coach, train, instruct, manage, and appraise the performance of associated customer service personnel and mentor the select staff
o Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.
o Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.
o Resolve customer complaints and answer customers’ questions regarding organizational policies and procedures and provide guidance on how to escalate complaints / disputes within the organization.
o Develop and maintain constructive and cooperative working relationships with stakeholders.
o Collaborate and communicate knowledge (e.g., market information, customer insights, trends, etc.) across the business.
o Communicate information to stakeholders using appropriate communication methods.
o Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.)
o Develop and measure key performance indicators to determine and improve customer service experience, create engaged customers and facilitate organic growth.
o Take ownership of customer issues and follow problems through to resolution.
o Keep accurate records and document customer service actions and discussions.
o Adhere to and manage the approved budget.
o Maintain an orderly workflow according to priorities.
o Bachelor’s degree in Business Administration or related field
o Relevant certification will be an advantage
o Proven working experience in a similar role.
o Experience in providing customer service support.
o Excellent knowledge of management methods and techniques.
o Working knowledge of customer service software, databases and tools.
o Awareness of industry’s latest trends.
o Proficiency in English
o Ability to think strategically and to lead.
o Strong client-facing and communication skills.
o Advanced troubleshooting and multi-tasking skills.
o Customer service orientation.
o Excellent interpersonal skills, negotiation skills and conflict resolution skills.