Job Description
Job Overview: The Service Desk Manager / Customer Services Manager will lead their telecommunications & IT support team to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing a team of customer service representatives & Engineers developing service procedures, and setting clear customer support standards.
Responsibilities and Duties:
* Lead and oversee the day-to-day operations of the customer service team.
* Manage headcount and recruit where required to efficiently manage the Client base
* Develop and implement customer service policies and procedures to ensure consistent service delivery.
* Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.
* Handle complex customer service issues and escalate them to appropriate internal teams.
* Collaborate with other departments to integrate customer service with overall business strategies.
* Customer service conflict resolution (the ability to manage an unhappy client and bring to a resolve)
* Analyse customer feedback and develop new techniques to ensure customer retention.
* Prepare detailed reports on customer service metrics and present them to senior management.
Qualifications:
* Proven experience as a Service Desk Manager/Customer Services Manager or similar role, preferably in the telecommunications industry.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities.
* Proficient in Microsoft Office.
* A customer-oriented approach with the ability to adapt/respond to different types of personality types
Preferred Skills:
* Experience in handling customer service in a high-volume environment.
* Familiarity with industry’s latest trends and technologies.
We Offer:
* A dynamic work environment with opportunities for professional growth.
* Competitive salary and benefits package.
* A supportive team and management structure.
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