As a Customer Services Manager, the work duties includes: 1. Help to build good customer relations. 2. improve customer service experience, create engaged customers and facilitate organic growth; 3. Training and managing customer service assistants and representatives; 4. Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs; 5. Establishing customer service policies and procedures; 6. Staying updated on developments in the customer services field; 7. Focus on customer satisfaction which includes addressing customer "pain points," adjusting policies and procedures, ensuring agents are well trained, measuring customer satisfaction and responding to customer feedback 8. Develops and implements policies and procedures to deal effectively with customer requirements and complaints; 9. Discuss customer responses with other colleagues with a view to improving the product or service provided; 10. plans and co-ordinates the operations of help and advisory services to provide support for customers and users; 11. Taking ownership of customers issues and following problems through to resolution; Keep accurate records and document customer service actions and discussions; Control resources and utilise assets to achieve qualitative and quantitative targets; Handle customer complaints or any major incidents, such as a security issue or a customer being taken ill; Coordinates with sales department to incorporate plans to increase customer satisfaction; Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure; Issue refunds or compensation to customers; keep accurate records of discussions or correspondence with customers; Produce written information for customers, often involving the use of computer packages and software; Develop feedback or complaints procedures for customers to use; Make sure that the needs of customers are being met or exceeded; Key Skills involves: · Proven working experience as a Customer Service Manager; · Experience in providing customer service support; · Excellent knowledge of management methods and techniques; · Strong leadership skills to work with people within the organisation with different skills; · Proficiency in English and other languages; · Working knowledge of customer service software, databases and tools; · Awareness of industry’s latest technology trends and applications; · Ability to think strategically and to lead; · Strong client-facing and communication skills; · Advanced troubleshooting and multi-tasking skills; · Customer service orientation; Managing a team of customer service staff; Handling face-to-face enquiries from customers; Dealing with customers who are upset or angry may be stressful; Communication and Excellent IT skills; Creative thinking, to be able to come up with new ideas to improve customer service standards.
Develop security incident response plans & procedures including Security Incident Crisis / Emergency Management. Coordinate the post-incident review process, drive practical and impactful changes throughout the phases of the incident response lifecycle. ...
Incident ticket management, escalations and stakeholder communications during an incident: primarily to support the Marco Polo production application. Including proficient, and experienced management of critical/major incidents in a tier 1 payments service. Support for DevOps technical input and ...
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CREST certified incident manager (CCIM). Incident Response and Digital Forensics Consultant. Why Join KPMG as an Incident Response and Digital Forensics Consultant?. The Incident Response and Digital Forensics Consultant role will be working in the Cyber Response Services (CRS) Team within our Ri...
The purpose and prime objective of the Incident (IM) and Service Request Manager (SR) is for delivering effective IM/MIM (Major Incident Management) resulting in the provisions of stable and robust services to the global business. Focus is on restoring service efficiency and effectively from inci...
About us We are a small team of ambitious, passionate, and committed people who have come together to make our shared purpose a reality – to help build better futures for the communities that need it most. Following the award of our full banking licence, we are delighted to be adding to our team ...
Optimum Recruitment Group are working exclusively with a client based in Middlesbrough who are looking to appoint a Health & Safety Manager on a permanent basis to the team. This is an urgent requirement. Reporting to the Director of Operations, you will be responsible for leading, developing and...
You will report directly to the Head of Incident Response, working alongside senior incident response analysts. Chairing and coordinating major incident war rooms during live incidents. If required, attending client sites during major incidents and acting as a conduit for communication between th...
We are currently looking for an experienced Service Manager with a proven background delivering both Incident AND Problem Management in high pressure environments. You will work with a team of experienced Service Management professionals to support the day to day management of all P1 and P2 major...
Experience in problem and incident management. ...
Keen to join a prestigious education firm as their incident manager? You'll be landing a greenfield environment where you will have the opportunity to implement processes, ways of working and mature the two functions globally. Your role as Incident Manager:. Promptly respond to and manage inciden...
Coordinate the incident management and investigation process, making recommendations and taking actions as necessary to ensure its effectiveness. * Proactively support line management in response to ...
Role purpose In this exciting, newly created role we'll ask you to lead on delivering the Bank's strategies and plans to align with industry standards and regulations for Incident Management ...
Develop and integrate security event monitoring and incident management services.* Respond to security incidents as they occur as part of an incident response team.* Implement metrics and dashboards ...
Provide Line 2 oversight on a broad range of operational risks, including: (i) operational resilience; (ii) information security; (iii) data privacy; (iv) incident management; (v) business continuity ...