CUSTOMER SERVICE MANAGER – LUSAKA

Job Responsibilities

i. Improve customer service experience, create engaged customers
ii. Take ownership of customers issues and follow problems through to resolution
iii. Set a clear mission and deploy strategies focused towards that mission
iv. Develop service procedures, policies and standards
v. Keep accurate records and document customer service actions and discussions
vi. Analyse statistics and compile accurate reports
vii. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
viii. Keep ahead of industry’s developments and apply best practices to areas of improvement
ix. Control resources and utilise assets to achieve qualitative and quantitative targets
x. Adhere to and manage the approved budget
xi. Maintain an orderly workflow according to priorities

Qualifications

• Bachelor’s degree in Business Administration, Mass Communication, or any business-related field.
• Minimum 3 years’ work experience in a customer service environment or other related field
• Reporting, planning, and organizing skills with excellent time management skills.
• Interpersonal, negotiation, and problem-solving skills
• Excellent Verbal and written communication skills
• Analytical thinking with an attention to detail and accuracy
• Good judgement and conflict management
• Ability to handle stressful situations appropriately and strong decision-making skills