Main Duties and Responsibilities:

• Responsible for all aspects of the quality assurance, workforce, social media
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Develop an exceptional service offering that reduces customer complaints and creates strong satisfaction.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

• Proven working experience as a customer service manager for at least 5 years
• Degree in technical or business management
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills