Customer Service Manager

To manage the Merchant Support team to handle customer queries, complaints and billing inquires with a high degree of courtesy and professionalism; fostering good customer relations, and maintaining a positive Company image; has the authority to develop and implement strategies to achieve as above

KEY RESPONSIBILITIES

• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.), with a view to ensuring full coverage of inbound communication at all times
• Develop objectives for the department’s day-to-day customer-oriented activities
• Ensure that telephone calls, emails and walk-in customers are handled promptly and all issues sorted or escalated
• Ensure follow through of all escalated customer/merchant issues to resolution
• Set a clear framework for customer service levels (SLA) and deploy strategies focused towards consistent achievement
• Develop service procedures, policies and standards
• Collect and analyze inbound and outbound call statistics
• Delivery on SLAs as per Partner contracts and internal guidelines

• Evaluate team performance with key metrics (accuracy, call-waiting time etc.), track and manage team members to deliver on performance standards and ensure KPIs are aligned to set SLAs
• Monitor and improve telephone/email/walk-in handling and other related procedures

• Focus on building and maintaining an excellent customer service experience
• Manage all customer service matters within the distribution channel, ensuring mutually satisfied resolutions
• Keep accurate records and document customer service actions and discussions
• Backfill for team members if necessary
• Assist Business Development and Accounts Receivables teams to respond to and resolve merchant issues
• Prepare reports to support business decisions, and guide management response
• Maintain merchant/customer and company information in utmost confidentiality
• Conduct periodic performance reviews of all direct reports, provide feedback and implement measures to improve performance.
• Observe all company policies, procedures and business ethics codes and ensure that they are communicated to and implemented within the team.
• Keep abreast of industry developments and apply best practices to areas for improvement
• Execute any other related and relevant tasks assigned

ACADEMIC QUALIFICATIONS, COMPETENCIES AND EXPERIENCE

• Degree in Business Administration/Management Studies from a recognized institution.
• At least 3 years of supervisory experience in a customer service environment.
• Extensive experience in managing external relationships.
• Strong understanding of customer and handling
• Proven leadership and ability to motivate personnel

 KNOWLEDGE, SKILLS & ABILITIES

• Demonstrate strong customer service and interpersonal skills
• Customer Centricity: a focus on providing exceptional customer service and creating a genuinely enjoyable customer experience
• Must be able to successfully communicate on all policies and procedures required to meet or exceed departmental requirements and goals
• Maintain high level of product knowledge, including current product features & specifications, current corporate promotions, pricing and discounts
• Ability to build and maintain strong collaborative relationships across all levels within the organization
• Working Knowledge of Microsoft Suite, with proficiency in the use of excel, word & PowerPoint.
• Consistently demonstrate professional, polite and calm demeanor
• Demonstrate strong organizational skills
• Team-player
• Effective verbal and oral communication
• Relationship building and presentation skills.
• Dispute resolution