Customer Service Manager TopFloor Limited

Our client, a premier financing company with a presence across the country is looking for a Customer Service Manager to join their team. The ideal candidate will be responsible for overseeing teams of customer service representatives whose primary duties will include answering customer questions, resolving problems, setting team goals, monitoring progress, onboarding and training staff members.

Key Tasks and Responsibilities

• Improve customer service experience and create engaged customers.
• 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 approved budget.
• Maintain an orderly workflow according to priorities.

Desired Skills, Qualifications and Experience:

• Bachelor’s degree in Business Administration, Mass Communication, or any business-related field.
• Minimum 3 years’ work experience in a customer service environment or other related field.
• Reporting, planning, and organizing skills with excellent time management skills.
• Interpersonal, negotiation, and problem-solving skills.
• Excellent Verbal and written communication skills.
• Analytical thinking with an attention to detail and accuracy.
• Good judgement and conflict management.
• Ability to handle stressful situations appropriately and strong decision-making skills