Customer Service ManagerQUESTCORE INC

Job Description
Manage daily operations of the customer service department, including overseeing the customer service desk, returns, and exchanges.
Ensure all customer service associates deliver exceptional service and adhere to company policies and procedures.
Handle complex customer complaints and issues that require escalation, providing prompt and effective resolutions.
Monitor and address recurring customer service issues to identify and implement solutions to improve service quality
Recruit, train, and develop customer service staff, ensuring they are well-versed in company policies, product knowledge, and service standards.
Schedule staff shifts, manage labor costs, and ensure adequate coverage during peak hours
Conduct performance reviews, provide feedback, and support staff development and motivation
Develop and implement customer service programs and initiatives to enhance the customer experience and drive loyalty.
Gather and analyze customer feedback through surveys, social media, and direct interactions to identify areas for improvement
Ensure the customer service department operates efficiently, including managing workflow, reducing wait times, and optimizing processes.
Maintain accurate records of customer interactions, issues, and resolutions for reporting and analysis
Conduct regular training sessions for customer service staff on new policies, procedures, and best practices.
Stay updated on industry trends and customer service innovations to continuously improve the department's effectiveness
Prepare and submit regular reports on customer service metrics, including satisfaction scores, complaint resolution rates, and staff performance
Use data and insights to develop strategies for improving customer service and operational efficienc
Qualifications:
A minimum of 3 year(s) of working experience is required.
Candidates must be a Bachelor's / College Degree holder in Business Studies/Administration/Management or similar fields.
Previous experience in a customer service management role, preferably in a retail or supermarket environment
Strong leadership, communication, and problem-solving skills
Ability to analyze data and make informed decisions to improve service quality.
Proficiency in retail management software and Microsoft Office Suite.
Flexibility to work various shifts, including evenings, weekends, and holidays
Additional Information:
Free Accommodation, Free Transportation, Paid Annual Vacation Leave with roundtrip airfare.
Employer offers a competitive salary and benefits package commensurate with experience and qualifications. Compensation will be discussed in detail during interview.
No Placement Fee, No Processing Fee, No Salary Deduction.
Principal / Employer
Carpenters Fiji Pte Limited
Principal / Employer Address
Suva, Fiji
Placement Fee
This job has no placement fee.
For manpower pooling only. No fees in any form and/or purpose will be collected from the applicants. Beware of illegal recruiters and human traffickers.