Job closed
Ref: KP955-1243
Job description / Role
Customer Service management involves managing and directing all aspects of operations of a contact centre or a business unit within a contact centre including, managing resources, implementing and reviewing policies and procedures, and developing and monitoring service volume and timeliness.
Requirements
Are you able to juggle competing priorities while ensuring that clients are served well and the organization is represented in the best possible manner? Are you energized by the challenge of managing staff, handling customer complaints, dealing with technical issues and meeting sales and service goals and quotas? Do you enjoy working in a fast-paced environment? If so, you may find the role of Customer Service Manager to be rewarding and fulfilling.
Skills required:
• Analytical skills to analyze situations and determine the best approach for moving forward for the business and staff
• Business Acumen to effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy
• Communication skills (written, verbal, active listening) to provide feedback to staff, deal with customers and communicate with senior management
• Conflict management to resolve any conflict/issues as they arise with coworkers or team members and determine how to proceed
• Customer service orientation to help establish and ensure customer service standards are being met
• Decision Making to decide how best to proceed regarding the contact centre, client situations & employee status
• Interpersonal understanding to balance staff needs with business requirements
About the Company
Since 2010, our team has successfully placed some of the world’s finest graduate to mid and C-level talent in organisations across EMEA and APAC, and it all comes down to our niche approach and understanding of the market place, skill sets and trends.
From our offices in Dubai, Riyadh, London and Singapore, we run a sector specific operation. Meaning we specialise in your industry and are able to completely understand your vision, provide market insights and intelligence, and deliver the best talent to fit seamlessly into your operations.