Customer Service Manager

Full Job Description

Job Purpose:

The CXM will lead and promote a positive culture of improved customer experience. The role is responsible for handling client queries to successful resolve of complaints and provide timely feedback in a way to promote the brand and grow the business.The role reports pattern of complaints, from product, process or peoples’ skills gap to the GM for follow-up on corrective action to eliminate complaints and achieve excellence in Customer service.

Key Responsibilities

• Develop and implement strategies to improve customer satisfaction and loyalty.
  

• Maintain an excellent standard of customer service by ensuring that all customers’ needs are met in a timely and efficient manner.
  

• Handle customer complaints in a professional and courteous manner, escalating to senior management when necessary,
  

• Lead and inspire the customer service representatives and all customer-facing staff.
  

• Stay up-to-date on industry developments and best practices
  

• Conducting market research to identify new trends in customer preferences and behavior
  

• Identify, participate and support training of staff frequent complaints and areas for improvement of our products or services, including customer engagement skills and systems.
  

• Train, coach, and develop customer service staff to ensure they are providing the highest level of service possible.
  

• Managing the overall performance of customer service representatives by coaching them to interact, deal with customer complaints and improve their performance on a regular basis.
  

• Liaise with other departments within the organization to ensure smooth communication and efficient resolution of customer queries by promoting teamwork and collaboration.
  

• Working closely with other departments, operations, finance, marketing etc. to ensure that customer requests are processed promptly and properly.
  

• Support development of training programs to improve customer service skills among team members.
  

• Analyze data to identify trends in customer preferences, satisfaction levels, and complaints
  

• regarding our products or services.
  

• Attend trade shows and conferences to network with potential and existing customers.
  

• Prepare reports for senior management on customer service metrics and KPIs.
  

• Manage customer service budgets and departmental expenditure.
  

• Participate and support improvement of our products or services.
  

• Effectively disseminating CEO’s expectations down the organization.
  

• Maybe called from time to time to do other duties but within the scope of this role.
  

• Diploma or BA degree in business, communications, or related field.
  

• Experience in customer service with at least 3 years in a management role.