Candidates should possess B.Sc Degrees with 3 - 5 years relevant work experience in IT services industry
Capable of developing and improving our Customer Service approach, strategy and implementation
An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
The ability to use your own initiative, balance priorities and work with minimal supervision.
Self-motivated and passionate about improving the quality of customer service.
Highly organized and able to multi-task.
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Demonstrate leadership qualities.
High computer literacy and ability to learn new software.
Knowledge of customer success processes.
Experience in document creation.

Job Requirements

Candidates should possess B.Sc Degrees with 3 - 5 years relevant work experience in IT services industry
Capable of developing and improving our Customer Service approach, strategy and implementation
An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
The ability to use your own initiative, balance priorities and work with minimal supervision.
Self-motivated and passionate about improving the quality of customer service.
Highly organized and able to multi-task.
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Demonstrate leadership qualities.
High computer literacy and ability to learn new software.
Knowledge of customer success processes.
Experience in document creation.

Job Duties

Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers 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
Analyze 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
Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
Improve onboarding processes.
Evaluate and improve tutorials and other communication infrastructure.
Mediate between clients and the organization.
Handle and resolve customer requests and complaints.
Learn from complaints and use customer feedback to improve services.
Develop relationships with key stakeholders, including partners and key community groups.

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Customer Service Manager