Customer Services Manager

General Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job Tasks, Duties and Responsibilities

• develop and implement customer service policies and procedures
• define and communicate customer service standards
• oversee the achievement and maintenance of agreed customer service levels and standards
• direct the daily operations of the customer service team
• plan, prioritize and delegate work tasks to ensure proper functioning of the department
• ensure the necessary resources and tools are available for quality customer service delivery
• review customer complaints
• track customer complaint resolution
• handle complex and escalated customer service issues
• analyze relevant data to determine customer service outputs
• identify and implement strategies to improve quality of service, productivity and profitability
• liaise with company management to support and implement growth strategies
• co-ordinate and manage customer service projects and initiatives
• ensure budget requirements are met
• evaluate and performance manage staff
• identify and address staff training and coaching needs
• monitor accuracy of reporting and data base information
• review and assess customer service contracts