Role Purpose

The purpose of the role is to oversee day-to-day operations, leading a team of customer service representatives, and implementing strategies to enhance customer service standards which in turn lead to exceptional customer experience & satisfaction.

KRAs:

Customer Support

• Handle escalated customer inquiries and complaints, demonstrating empathy and problem-solving skills to ensure swift resolution.
• Monitor customer service channels (phone, email, chat, social media) to ensure timely responses and resolution of customer issues

Process Improvement

• Collaborate to develop and implement customer service policies, procedures, and best practices
• Identify areas for improvement in service delivery and implement initiatives to enhance efficiency and effectiveness

Quality Assurance

• Conduct regular quality assurance assessments of customer interactions to ensure service excellence and adherence to company standards
• Provide coaching and training to team members to address performance gaps and maintain service quality

Performance Monitoring

• Track key performance indicators (KPIs) such as customer satisfaction scores, response times, and first-contact resolution rates.
• Analyse data to identify trends and opportunities for improvement, and report findings to management

Cross-Functional Collaboration

• Liaise with other departments such as Sales, Marketing, and Operations to coordinate efforts and address customer issues effectively.
• Communicate customer feedback and insights to relevant stakeholders to inform business decisions and product/service improvements

 Training and Development

• Coordinate and facilitate ongoing training sessions for customer service staff to enhance product knowledge, communication skills, and service delivery
• Support team members in achieving their professional development goals through coaching and career planning

Reporting and Documentation

• Prepare regular reports on customer service performance metrics, trends, and outcomes for management review.
• Maintain accurate records of customer interactions, resolutions, and feedback for analysis and reference.

Competencies

Functional

• Good interpersonal & team management skills
• Good communication and presentation skills
• Strong Problem-Solving Skills
• Ability to remain calm & composed in high pressure situations & effectively manage conflicts

 Eligibility Criteria

• Bachelor’s degree in Business Administration, Hospitality, or a related field (or equivalent work experience)
• Previous experience in a customer service role, with at least 2-3 years in a supervisory or leadership position
• Proficiency in customer service software and tools (e.g., CRM systems, helpdesk software).
• Knowledge of customer service best practices and industry standards.