• Full Time
  • Anywhere

Job Title: Customer Service Manager

Reporting to: Head of Retail Operations

JOB PURPOSE – to manage Customer Service, including the customer service call center and directly at shops across the country; to maintain high levels of customer satisfaction, raising issues to senior management where they arise; and to coordinate the customer touchpoints

KEY ACCOUNTABILITIES: 

  • Assist in the implementation of a Customer Service Call Centre
  • Manage daily operations at the Customer Service Call Centre; including supervisors and a team of call operators
  • Coordinate the collection of data from the Call Centre, and provide reports to the Head of Retail Operations
  • Monitor and improve customer service across the BBOXX Shop network
  • Coordinate the implementation of Customer Satisfaction Surveys
  • Work with the Head of Retail Operations to implement operational improvements at the Customer Service Call Centre
  • Audit processes at the Customer Service Call Centre
  • Train new Customer Service staff

DESCRIPTION OF TASKS

  • Day-to-day management of the Call Centre Team
  • Weekly preparation of shift rota
  • Manage budget for Customer Service Call Centre
  • Collect call volume data and produce reports for senior managers
  • Raise recurring customer issues with senior managers
  • Carry out process audits for all aftersales processes to be managed at the Call Centre
  • Meet targets for the reduction of late payers through call center processes
  • Meet targets for call volumes and response to mass SMS systems
  • Perform quality assurance on out-going calls and shop interactions
  • When required, assist in the recruitment and training of new staff

KNOWLEDGE & GENERAL SKILL REQUIREMENTS OF THE ROLE

  • Degree holder in Social Works and Social Administration, Business Administration, or a related field, with at least 3 years experience in a Customer Service / Call Centre based role, including people management.
  • Desired skills include:
  • Excellent communication
  • Strong motivational skills
  • Good at planning and organization
  • Polite, tactful, and friendly attitude
  • Ability to multitask
  • Excellent problem-solving skills
  • Ability to show understanding of customer needs

To apply for this job please visit qsourcingservtec.applytojob.com.