Job Brief:

We are looking for an experienced Customer Support / Quality Manager to provide excellent customer service and to promote this idea throughout the organisation. 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.

Job Roles & Responsibilities:

- Improve customer service experience, create engaged customers and facilitate organic growth

- Take ownership of customer's 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

- Maintain an orderly workflow according to priorities

Job Requirements:

- Proven working experience of at least 1 year as a customer service manager, retail manager or assistant manager

- Experience in providing customer service support

- Experience in managing people, setting goals, and holding teams accountable.

- Excellent knowledge of management methods and techniques

- Proficiency in English

- Working knowledge of customer service software, databases and tools

- 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

Key Skills: Decision Making, Managing Processes, Staffing, Planning, Analysing Information, Developing Standards, Help Desk Experience, Emphasising Excellence

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