Customer Service Manager

Full Time @Tizeti in Operations Email Job
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Job Description

Job Details Job BriefTizeti is looking for an experienced Customer Service Manager who will drive excellence in customer service and promote this idea through the organization. Manage customer service agents and monitoring their performance. The goal is to keep the department running in an efficient manner to increase customer satisfaction, loyalty and retention and exceed customers expectation.ResponsibilitiesImprove customer service experience, create engaged customers and facilitate organic growthTake ownership of customers issues and ensure problems are followed through to resolutionSet clear goals and deploy strategies (procedures, policies and standards) that will be drive departments focus toward Tizeti’s missionRecruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentKeep ahead of industry’s development and apply best practices to areas of improvementControl resources and utilize assets to achieve qualitative and quantitative targets in terms of retention numbers, average handling time, average wait times etc.Adhered to and manage the approved budgetMaintain an orderly work flow and team scheduleAnticipate and resolve customer service issuesPlans, monitors, appraises and review job contributions of team members.RequirementsB.Sc./BA (2.1) in Business Administration, Mass Communications or relevant field. MBA will be highly desirable.A minimum of 5years proven work experience as a customer service manager, retail managerStrong client facing and communications skillsExcellent knowledge of management methods and techniqueProficiency in English. Another language will be an added advantage.Excellent in written and verbal communication skillsAbility to think strategically and to leadAdvanced troubleshooting, multi-tasking skillsHighly self-motivatedCustomer focused for positive customer experience and resolution

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