POSITION OVERVIEW

We are looking for an experienced Customer Service Manager to provide excellent customer service and 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.

SPECIFIC OBJECTIVES

1. Improve customer service experience, create engaged customers and facilitate organic growth.

2. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.

3. Control resources and utilize assets to achieve qualitative and quantitative targets.

4. Ensure that each customer has been given all possible attention needed for positive results through effective methods such as developing new techniques or improving processes in the systems.

5. Responsible in answering questions from clients and resolving problems, setting goals to meet the needs of each team member as well as monitoring the progress of customer cases.

6. Responsible in communicating customer service objectives to Customer Service Representatives and other department personnel, compiling data to make assessments of their department’s progress and coordinating with upper management to find ways to enhance customer service objectives among the employees.

7. Handle any other duties, consistent with the role, or duties as required from time to time by the Executive or Management Team.

QUALIFICATIONS

• Bachelor’s Degree, in related field, or equivalent experience ( essential )

• Master’s Degree is preferred ( Desirable, Essential )

• Minimum 3 years of strong experience in Customer Service, preferably in Financial or Banking Services

• Excellent oral and written communications skills; must be articulate and persuasive with the judgement and authority to provide insightful commentary to senior stakeholders

• Strong project management skills and strong ability to prioritize.

• Intermediate to Advanced Skills in Project Management Tools

• Strong capabilities with database and information systems software

• Intermediate skills in Microsoft Product Suite

Please refer to job description.