Head Customer Service at Global Profilers

Global Profilers is a Recruitment & HR Services firm specialized in recruitment in Africa; we are currently looking for a Head Customer Service for our client which is an E-commerce company

Responsibilities

Develop and implement customer service policies and proceduresDefine and communicate customer service standardsReview and assess customer service contractsOversee the achievement and maintenance of agreed customer service levels and standardsDirect the daily operations of the customer service teamPlan, prioritize and delegate work tasks to ensure proper functioning of the departmentEnsure the necessary resources and tools are available for quality customer service deliveryReview customer complaintsTrack customer complaint resolutionHandle complex and escalated customer service issuesMonitor accuracy of reporting and data base informationAnalyze relevant data to determine customer service outputsIdentify and implement strategies to improve quality of service, productivity and profitabilityLiaise with company management to support and implement growth strategiesCo-ordinate and manage customer service projects and initiativesEnsure budget requirements are metEvaluate and performance manage staffIdentify and address staff training and coaching needs

Experience/Qualifications

Relevant Bachelor's DegreeCustomer Service ExperienceSupervisory ExperienceIn-depth knowledge of customer service principles and practicesProficiency in CRM systemsProficiency in MS Office applicationsProduct knowledge

·         Call Centre Experience

Expectations/Skills

·         Interest and enjoyment in working with people

·         Polite and tactful personality

·         Numerical Skills

·         Ability to plan

·         Patient

·         Able to work calmly under pressure

·         IT skills