Requirements and Responsibilities:
Proven working experience of at least 5 YEARS as a Customer Service Manager or Department Head of same.
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
Control resources and utilize assets to achieve qualitative and quantitative targets. Adhere to and manage the approved budget.
Awareness of industry’s latest technology trends and applications. Excellent knowledge of management methods and techniques.
Proficiency in English, both written and spoken.
Develop service procedures, policies and standards.
Working knowledge of customer service software, databases and tools. Keep ahead of industry’s developments and apply best practices to areas of improvement.
Strong client-facing and communication skills. Improve customer service experience, create engaged customers and facilitate organic growth.
Advanced troubleshooting and multi-tasking skills. Maintaining an orderly workflow according to priorities.
Customer service orientation.