Posted Feb 11, 2021 9 views
Get Licensed is the UK's leading workplace management solution platform. We are looking to hire a Customer Service Manager for our office in Karachi.
The Customer Service Manager will manage all aspects of customer service, specifically once a trainee has booked onto a course. Currently, there is a team in Pakistan which field customer service calls and tickets - the remit of the Customer Services Manager starts from the booking of a course by a prospective trainee (customer), right up to when the trainee has completed their course, has received their course completion certificate, and has completed their NPS score.
There are a number of key areas which are the responsibility of the Customer Services Manager:
- Drive the Customer Service team forward, continually implementing ideas to help improve the level of customer service. Ensure the highest possible standards and productivity are achieved.
- Hire, mentor, develop and manage the customer service team. Create a valued and respected training schedule.
- Take ownership of customers issues and complaints, and follow problems through to resolution. Respond to all negative Trustpilot Reviews.
- Document and develop customer service processes and respective SLAs, and implement across the Customer Services team
- Identify customer service trends and determine system improvements to improve self-service capabilities
- Use data to compile accurate reports and propose methods to improve first contact resolution
- Identify call centre downtime and create value-add tasks to increase output
- Proactively launch a regular feedback programme to understand customer satisfaction
- Undertake regular call listening and other spot checks to ensure quality of all agent’s communications
- Keep accurate records and document customer service actions and discussions
- Ensure course results and certificates are updated/dispatched within the stipulated time frame for all customers
- Ensure Easy Apply packs are processed within the stipulated time frame
- Managing communications with customers in the event of course cancellations
- Keep ahead of industry’s developments and apply best practices to areas of improvement
The ideal candidate will have;
- At least 5 years experience as a Customer Service Manager
- Masters degree in Business Administration
- Highly proficient in written and spoken English
- Excellent communication skills
- Ability to multi-task and solve problems
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Ability to think strategically and lead
Skills
Job Details
Get Licensed Limited
Get Licensed Limited is UK's largest security training booking platform. We connect individual's with the best SIA training at a location near them.
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