Job title : Customer Service Manager Job Location : Gauteng, Centurion Deadline : December 05, 2024 Quick Recommended Links Jobs by Location Job by industries Minimum Requirements Grade 12/Matric Degree/Diploma in Business Admin or Customer service-related field Min 2 years of working experience in call centre management Proficient in customer service tools and systems CRM software knowledge (advantageous) Strong leadership and team management capabilities, with a track record of motivating and developing staff.
Excellent communication, problem-solving, and conflict-resolution skills.
Duties and Responsibilities Team Leadership & Development Lead the recruitment, onboarding, and training of new customer service consultants.
Inspire and motivate team members to consistently deliver top-quality service.
Conduct performance reviews, provide constructive feedback, and create tailored development plans to improve skills and productivity.
Operations Management Oversee all call centre operations, including call routing (inbound and outbound), staff scheduling, and real-time monitoring of performance metrics, making necessary adjustments to achieve KPIs.
Develop and implement processes to improve efficiency, streamline ticket management, and optimize the customer experience.
Analyse call centre data and metrics to spot trends, identify improvement areas, and seize opportunities for enhanced performance.
Resolve escalated customer issues, ensuring timely, professional, and effective resolutions Quality Assurance & Compliance Establish and monitor key performance indicators (KPIs) to ensure consistent, high-quality service.
Implement quality assurance measures such as call monitoring, feedback sessions, and regular customer satisfaction surveys.
Maintain compliance with industry standards, regulations, and company policies, ensuring best practices are adhered to.
Data Analysis & Reporting Track and analyse call centre performance data, generating weekly and monthly reports for senior management with insights and improvement recommendations.
Training & Continuous Improvement Design and deliver ongoing training to boost consultants' skills, product knowledge, and customer service expertise.
Keep updated on industry trends and best practices to refine and improve call centre operations.
Foster a positive, team-oriented work environment that values innovation, and continuous learning, and aligns with Hello Group's core values.
Special Projects & Initiatives Support outbound campaigns and special projects as assigned.
Undertake ad hoc tasks within the scope of work as needed.
Customer Service jobs