Customer Services Operations Manager
2 weeks ago
Our client are looking for an experienced Customer Services/Operations 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, toincrease customer satisfaction, loyalty, and retention and to meet their expectations. Monday to Friday 08.30 - 17.00. Parking and excellent benefits.
**Key Responsibilities**:
Improve customer service experience, create engaged customers, and facilitate growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and vision
Employ strategies focused towards that mission
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Control resources and utilise assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
**Requirements**:
Good organisational and planning skills with proven track record of project / task prioritisation
Good problem-solving skills
Good understanding of customer requirements with proven track record in exceeding customer expectations
Willingness to adopt flexible work patterns when required to meet business needs
Willingness to work with all levels within the organisation
Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Ability to think strategically and to lead
Advanced troubleshooting and multi-tasking skills
Strong client-facing and communication skills
Customer service orientation
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