Customer Service Manager

Full Job Description

Are you a passionateleader with a track record of delivering exceptional customer experiences?

Responsibilities:

• Lead, coach, and mentor a team of customer service representatives to deliver top-notch customer experiences.
  
• Develop and implement customer service strategies and initiatives to improve overall customer satisfaction and retention.
  
• Establish service standards, policies, and procedures to maintain consistent service delivery.
  
• Monitor customer service metrics and KPIs to measure team performance and identify areas for improvement.
  
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolutions.
  
• Collaborate with cross-functional teams to address customer needs and implement process improvements.
  
• Conduct regular training sessions to enhance the skills and product knowledge of the customer service team.
  
• Stay updated on industry trends and best practices to implement innovative customer service solutions.
  

• Bachelor's degree in Business Administration, Customer Service.
  
• Proven experience of 4+ years in a customer service management role.
  
• Excellent leadership and team-building skills with a focus on fostering a positive and collaborative work environment.
  
• Strong problem-solving abilities and the ability to handle challenging customer situations with empathy and professionalism.
  
• Exceptional communication and interpersonal skills to interact with customers and internal stakeholders.
  
• Proficient in using customer service software and CRM systems to manage customer interactions.
  
• A passion for delivering exceptional customer experiences and driving continuous improvement.
  

iNet Africa offers a vibrant and supportivework environment where your contributions will make a significant impact. As aCustomer Service Manager, you will have the opportunity to shape our customerservice strategies and lead a team of dedicated professionals.