What will you do?

  • Oversee the hiring, orienting, and training of an organization’s customer experience team.
  • Manage Customer Service team workforce - Allocation and utilization
  • Define and implement standards/procedures for ensuring optimal customer experience.
  • Conduct surveys to gather information on customer opinion of rendered services.
  • Supervise the activities of the customer experience team to ensure their interaction with customers reflect positively on the company.
  • Establish communication mediums through which customers can readily contact a company and vice versa.
  • Oversee the restructuring of an organization into a customer-focused establishment.
  • Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
  • Prepare and manage annual budgets in achieving set objectives and goals.
  • Conduct studies and research to discover new techniques necessary for improving customer experience.
  • Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills.
  • Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
  • Manage PBX and Phone Systems to provide Customer Service team with tools and resources
  • Attend seminars, workshops, and conferences to improve on existing job knowledge.

  Requirements:

  • BSc/MSc degree in Business Administration or related field
  • A sense of aesthetics and a love for great copy and witty communication.
  • Advanced troubleshooting and multi-tasking skills
  • Computer skills (Word, Excel, PowerPoint) is a must.
  • Very Good English.
  • PBX and VOIP Understanding
  • Proven working experience as a Customer Service Manager, Call Center Manager or Call Center Operations manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Working knowledge of customer service software, databases and tools.
  • Awareness of the industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Professional Reporting skills.

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