Client Relations and Queries Junior Manager

The Customer Service and Queries Junior Manager is responsible for supervising daily activities within the department, ensuring efficient workflow, and maintaining high service standards.

The Customer Service and Queries Junior Manager is responsible for supervising daily activities within the department, ensuring efficient workflow, and maintaining high service standards. The Jr. Manager will assist the department’s Manager in monitoring staff attendance, setting service standards, and ensuring timely resolution of queries and customer requests.

Main Duties and Responsibilities:

• Ensure efficient and effective workflow within the department to meet deadlines by overseeing assignments to ensure alignment with agreed SLAs.
• Assist in providing guidance and support to employees assigned to the Client Relations team, ensuring they have the resources and training needed to perform their duties effectively.
• Evaluate team members' performance periodically to provide constructive feedback and identify areas for improvement.
• Analyse data to identify trends and develop action plans for improvement.
• Support the onboarding and delivery of training programs to new team members.
• Review and Analyse video footages to satisfy clients requests.
• Act as a point of escalation for complex matters relating to client queries, while ensuring these are resolved in a timely and efficient manner.
• Prepare and submit detailed reports to internal and external stakeholders as per agreed standards.
• Follow up on aged queries to avoid missed deadlines and SLA breaches for commercial banks.
• Develop and maintain strong relationships with customers to foster loyalty, ensure long-term customer satisfaction and retention.
• Work closely with other departments to address customer queries to ensure timely resolution.

·    

 Experience and Qualifications:

• Bachelor’s degree in Business Administration or a related field preferred.
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Excellent organizational and time-management skills.
• Strong leadership and team management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software.
• Ability to work independently and handle multiple priorities with a sense of urgency.
• High level of discretion and confidentiality.
• Ability to analyze data and develop actionable insights.
• Strong decision-making and conflict-resolution skills.
• Ability to work effectively in a fast-paced and dynamic environment.