Customer Service Manager at PG Consulting Limited

Our client is looking to engage a motivated and experienced Customer Service Manager to lead its customer service department.

Major goal is effective implementation of customer service procedures to provide outstanding customer service to our clients that meet the customer satisfaction goals that has been set.

Job Description: Responsibilities:

• Supervise day-to-day operations in the customer service department.
• Create and implement effective customer service procedures, policies, and standards.
• Respond to and resolve customer service issues in a timely manner and implement an effective customer loyalty program.
• Develop customer satisfaction goals and periodically prepare reports on overall customer satisfaction for Management.
• Generates, processes, sends and tracks invoices to customers, monitors and records payments and resolve billing disputes
• Ensure due diligence for billing accuracy by cross-checking payments against corresponding invoices
• Manage the approved budget of the customer service department.
• Maintain accurate records and document all customer service activities and discussions.
• Act as the company gatekeeper and answer questions about warranties or terms of sale.
• Periodically carry out assessment of service statistics and prepare detailed reports for Management
• In charge of training of new customer service agents.
• Stay informed on the latest industry techniques and methods.

Qualification:

• Bachelor’s degree in Business Administration or Management or relevant field.
• A minimum of 5 years’ proven experience in customer service positions.
• Proficiency in Microsoft Office and customer service software.
• Certification in Customer Service or related areas will be an added advantage
• Wide knowledge of and extensive user savvy with social media platforms
• Excellent knowledge of the latest industry trends and techniques.

Requirements:

• Calm, Presentable, Smart Pleasant and Personality
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and Strong interpersonal relationship skill
• Self-motivated and able to use initiative