Service Manager (Icegate)

• Improving customer service experience, create engaged customers and facilitate organic growth.
• Taking ownership of customers issues and following problems through to resolution
• Setting a clear mission and deploying strategies focused towards that mission
• Client management Job brief
• Improve customer service experience, create engaged customers and facilitate organic growth
• Achieving Client KPI S
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• 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 utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the monthly billing
• Maintain an orderly workflow according to priorities

Requirements and skills

• Proven working experience as a Customer Service Manager of Calls mails Inbound experience (Manager experience 3 year +)
• Experience in Incident logged tool
• Chain management experience tool
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field
• Good people management skill .