Customer Service Manager - Hybrid

1. Proactive Customer Engagement

• Regularly connect with customers to gather feedback, identify concerns, and address potential issues before they escalate.
• Support initiatives that enhance customer happiness and loyalty.

1. Customer Advocacy

• Act as the voice of the customer within the organisation, sharing insights and feedback with internal teams.
• Implement solutions based on customer needs and preferences.

1. Retention & Relationship Building

• Build strong relationships with customers to foster trust and long-term engagement.
• Implementing strategies to enhance customer retention.

1. Customer Success Metrics

• Track and analyse metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to measure success.
• Identify trends and develop strategies to improve customer outcomes based on these metrics.

Requirements

1. Minimum of 3 years of managerial experience in the customer service field.
2. Must have experience with CSAT and CES.
3. Experience with IT software will be an added advantage.