o Implement customer service policies and procedures. o Define and communicate customer service standards. o Keep very good relationship with internal and external customers. o Oversee the achievement and maintenance of agreed customer service levels and standards. o Direct the daily operations of the customer service team. o Plan, prioritize and delegate work tasks to ensure proper functioning of the department. o Developing subordinates. o Ensure the necessary resources and tools are available for quality customer service delivery. o Review and track customer complaints in a professional way. o Handle complex and escalated customer service issues o Monitor accuracy of reporting and data base information o Analyze relevant data to determine customer service outputs o Identify and implement strategies to improve quality of service, productivity and profitability o Liaise with company management to support and implementgrowth strategies o Co-ordinate and manage customer service projects and initiatives o Identify and address staff training and coaching needs

Skills: o Fluent in English speaking and writing. Experience: o Relevant bachelor\\\'s degree or above. o Customer service experience o Over 3 years of manager’s experience o In-depth knowledge of customer service principles and practices o Proficiency in CRM systems Qualifications: o Communication skills o Customer service focus o Supervisory skills o Problem analysis and problem-solving o Decision-making o Planning and organizing o Initiative o Flexibility o Presentation skills o Stress tolerance

 

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