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.
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