Job Description:
* Improve customer service experience, create engaged customers and facilitate organic growth
* Take ownership of customers issues and follow problems through to resolution
* Set a clear mission and deploy strategies focused towards that mission
* Develop service procedures, policies and standards
* Keep accurate records and document customer service actions and discussions
* Analyse statistics and compile accurate reports
* Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
* Keep ahead of industry's developments and apply best practices to areas of improvement
* Control resources and utilise assets to achieve qualitative and quantitative targets
* Adhere to and manage the approved budget
* Maintain an orderly workflow according to priorities
Qualifications:
* Proven working experience as a Customer Service Manager, Retail Manager orAssistant Manager
* Experience in providing customer service support
* Excellent knowledge of management methods and techniques
* Proficiency in English
* 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
* BS degree in Business Administration or related field
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