Assistant Customer Service Manager

On BEHALF of OUR CLIENT, we solicit candidates to apply for the role of Assistant Customer Service Manager.

Assistant Customer Service Manager
This position is responsible for monitoring the performance of Customer Service Agents and employing the necessary corrective/motivational action in order to ensure that quality standards and performance targets are met, within Company and regulatory guidelines. The Assistant Customer Service Manager is also required to effectively communicate with customers and to maintain the necessary internal and external liaison to ensure that their queries/concerns are addressed expeditiously and in a professional manner. 

Responsibilities

• Handle customer complaints or enquiries that have to be escalated to the first level in the centre and ensure that they are resolved or further escalated in a timely manner.
• Monitor calls and correspondence to improve quality, minimize errors and track agent performance against existing guidelines.
• Provide feedback and follow-up on the performance of tasks (calls/OTB activities) to customer service agents.
• Ensure agent performance standards fall between the target and stretch performance goals and that all regulatory and company performance standards/targets are met.
• Escalate all personnel performance related issues to the Customer Service Manager.
• Maintain effective communication with other support departments.
• Ensure that there is active participation in, and compliance with relevant safety rules and practices as they apply to the supervision and execution of daily activities.
• Prepare reports on agent performance on a bi-weekly/monthly basis.
• Oversee weekly/monthly/quarterly review of customers data to monitor adherence to company and regulatory standards.
• Implement streamlined workflows for increased efficiency 
• Participate in staff recruitment, including interviews and liaising with HR staff.
• Responsible for coaching, motivating and retraining staff and implementing reward and incentive schemes.
• Recommend and issue corrective services to address customer complaints.
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Qualifications, Experience and Specialized Technique Required

• Bachelor of Science Degree in Management, Business Administration plus at least two years’ experience in customer service, preferably in a call centre.
• Required to work on a rotating shift basis in a fast-paced environment.
• Must be computer literate and functional with the Microsoft Suite.
• At least three (3) years’ experience in customer service operations.
• Understand the importance and impact of First Call Resolution.
• Knowledge of standard terms and conditions for electricity service would be an asset.
• Business process improvement experience.
• Well-developed communication skills – oral, written, listening.
• Must have excellent leadership, interpersonal, and motivation skills.
• Understands and can teach CX methods and tools.
• Stakeholder management experience.
• Cost saving and realization.
• Proven track record driving position change in a complex environment.
• Able to work without supervision to challenging deadlines.
• Frequently handle and interact directly with customers who may become irate and/or abusive at times.
• Maintain records in timely and accurate manner.
• Sometimes work extra hours and be responsive to the operations of the organization.

Though we appreciate ALL applicants, only short-listed candidates will be contacted.