Customer Service Manager

Job Description

As a Customer Service Manager, you will be responsible for managing customer inquiries and ensuring that our team delivers outstanding service. You will play a key role in training staff, developing procedures, and implementing strategies that enhance the customer experience.

Responsibilities

• Manage team performance and set individual and team goals.
• Conduct regular training sessions for staff development.
• Implement new customer service technologies and tools.
• Ensure compliance with company policies and regulations.
• Engage with customers to gain feedback on service delivery.
• Analyze customer feedback and implement improvements.
• Attend industry conferences to network and gather insights.
• Encourage a customer-focused culture within the team.

Requirements

Education

• Bachelor's degree in a relevant field
• Postgraduate degree in Customer Service Management is a plus

Experience

• 7+ years in customer service with 3+ years in a management position

Technical Skills

• Microsoft Office Suite
• Conflict Resolution

Soft Skills

• Problem-solving
• Empathy

Certifications

• Advanced Customer Service Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Experience in call center operations: Experience managing operations in a call center environment.
• Skills in creating training programs: Ability to design and implement effective training for staff.

Benefits

• Comprehensive health and dental coverage
• Retirement plan with company contributions
• Flexible schedule options
• Employee assistance program

Company Culture

• Inclusivity: We respect and value diverse perspectives within our team.
• Empowerment: We empower our employees to take initiative and make decisions.
• Work-life Balance: We prioritize a balanced work-life approach for all our employees.