Customer Services Manager

Job Description

Responsibilties:

• Manage the CS team to improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to timely resolution
• Develop & monitor service procedures, policies and standards
• Keep fully accurate records and document customer service actions and discussions through CRM system
• Manage customers database and utilize effectively to engage customers and maximize the sales possibility
• Analyze statistics and compile accurate weekly/monthly/yearly reports
• Recruit, training and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities