Customer
Service
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.
Responsibilities for the Customer Service Job
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.
Qualifications for the Customer Service Jobs
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.
Competencies
Required
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.