Job description - Customer Service Manager
Alternative job titles
Customer Service Coordinator
Description
The focus of the Customer Service Manager is on delivering outstanding customer service to new, existing and returning customers and is in charge of developing and realizing the customer service guidelines which match with company policy. There is a wide variation in where the Customer Service is located within the company’s organisational structure. This department can support sales, marketing or communications.
Qualifications (Education)
A candidate requires a bachelor degree or equivalent education and considerable management experience. Knowledge of budget management would be an advantage. He/she requires strong IT and CRM / ETMS (Electronic Territory Management System) knowledge and skills.
Competencies/ Skills
- Ability to recognise and fulfil the clients needs
- Open and clear communicator
- Initiate and stimulate cooperation within a team
- Coordination and planning of budgets, people and time management
- Problem solving at a strategic level, working with others to reach a resolution
- Anticipate and react effectively to problems
Tasks
- Run the centre on a day to day basis, delivering high standards of customer service and achievement of budgeted targets
- Responsible for the image towards customers according to the company's policy
- Motivate the Customer Service Representatives
- Responsible for a professionally run front-office
- Interface with clients in order to provide excellent customer service in a timely, efficient and professional manner
- Facilities & IT/telecoms management within the Business Centre
- Maintain close contact with sales
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