Customer Service ManagerDencom Consultancy and Manpower Services

Job Description
Duties and Responsibilities of the job
Responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients.
Ensures delivery of comprehensive service to inquiring customers
Delegates of tasks or certain customer inquiries or accounts to specific teams
Keeping a record of customer interaction and details of actions taken
Communicating with internal teams to discuss sales targets
Generating sales leads, building sustainable relationships with clients
Keeps a record of CSR's performance in achieving their goals
Address issues/concerns escalated by the CSR's for solution on a timely manner
Supervise day to day operations in the customer service department.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Implement an effective customer loyalty program.
Maintain accurate records and document all customer service activities and discussions.
Assess service statistics and prepare detailed reports on your findings.
Hire and train new customer service agents.
Stay informed on the latest industry techniques and methods
Minimum Requirements:
2 years' management experience in a call center (BPO) setting including:
Calls, chat & email platforms/software:
Managing abandon rates & service levels
Customer Service representative performance supervision with key performance indicators such as:
Average talk/handle time
Work time/hold time
Employee coaching and corrective action within a call center setting
Preferred but not mandatory:
Q/A Experience
ERP experience
Night Shift Schedule Office- based job