Job Description

You will be responsible for planning, coordinating and monitoring the activities of the customer service operations team to maintain and enhance customer relationships and meet organizational and operational objectives.

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service operation levels and standards
• Manage and 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 and handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• 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

Benefits:

• 25 days annual leave, increasing with years of service
• A Pension commencing after probation period
• Discounted gift certificates
• Discounted TaxSaver Travel cards/free car parking (subject to availability)
• Income Protection
• Life Assurance
• Access to our Tuition Reimbursement Scheme
• Additional ‘perks’ - Free breakfast cereal, fruit, tea/coffee, fantastic catered events and wellness activities throughout the year etc.

Required Knowledge, Skills, and Abilities

• Minimum of 6 years’ experience in Customer Service Management
• Experience in Project Management in a cross functional environment
• Proficiency in CRM systems
• Proficiency in MS Office applications
• College Degree or equivalent business qualifications
• Change Management / project management advantageous
• ITIL, Six Sigma or Data qualifications advantageous
• Fluency in two or more languages a distinct advantage