Customer Service Manger

SummaryThe Customer Service Manager is responsible for attending to the necessary escalations from clients and to ensure that the escalations process are being followed as necessary. Essential Duties and ResponsibilitiesManage NPS score for the companyEnsuring customer satisfaction with regards to escalated services;Managing the necessary escalations received from clients via the OM & MD email addresses.To ensure that the necessary escalation response times are met as per the below:MD 30 minutesOM 1 hourEvery subsequent response within 6 hoursTo ensure that necessary escalation resolution times are met as per the below:72 hours for Minor Escalations: Non-business critical requests and internal speed issues24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service and/or bad audio qualityProvide urgent and consistent feedback on queries and escalations etc.;Going to meetings with Consultants for escalated customers;Qualifications and ExperienceFive to seven years experience in customer relations/customer service environment in the Telecommunication or ICT industryHard Skills RequiredAdvanced Computer LiteracyIntermediate MS ExcelIntermediate MS OutlookIntermediate MS WordIntermediate MS PowerpointDropbox