Customer Service Manager

Roles & Responsibilities

• Recruit, train and lead a team of Customer Service agents to achieve set marketing target.
• Manage a team of agents to perform Customer Service outbound calling duties which includes marketing calls.
• Ensure all agents achieves individual KPI in order to achieve team KPI.
• Attend to and solve individual escalated Customer Service cases.
• Administrative co-ordination with retail outlets’ teams.
• Monitor the call center performance
• To provide guidance to junior staff
• Work closely with stakeholders on projects involving the customer
• To manage customers’ feedbacks leading to positive outcomes and drive improvement in customers’ satisfaction.
• To ensure accurate and timely processing of new business applications including data entry and verification of data.
• Tabulate Performance Reports daily, weekly and monthly and present them to superior in charge.
• Maintain a high morale in Customer Service Team.
• Any other Customer Service Ad-hoc duties as assigned

Requirements :

Tell employers what skills you have

Microsoft Office

Microsoft Excel

Analytical Skills

Customer Support

Customer Loyalty

Problem Solving

Administration

Marketing

Data Entry

Communication Skills

Customer Satisfaction

Statistics

Team Player

Customer Service

Customer Service Experience

Call Center