Job Description

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. Main Job Tasks and Responsibilities: - develop and implement customer service policies and procedures - define and communicate customer service standards - review and assess customer service contracts - oversee the achievement and maintenance of agreed customer service levels and standards - direct the daily operations of the customer service team - plan, prioritize and delegate work tasks to ensure proper functioning of the department - ensure the necessary resources and tools are available for quality customer service delivery - review customer complaints - track customer complaint resolution - handle complex and escalated customer service issues - monitor accuracy of reporting and data base information - analyze relevant data to determine customer service outputs - identify and implement strategies to improve quality of service, productivity and profitability - liaise with company management to support and implement growth strategies - Co-ordinate and manage customer service projects and initiatives - ensure budget requirements are met - evaluate and performance manage staff - identify and address staff training and coaching needs