Customer Service Manger

Summary The 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 Responsibilities Manage NPS score for the company Ensuring 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 minutes OM 1 hour Every subsequent response within 6 hours To ensure that necessary escalation resolution times are met as per the below: 72 hours for Minor Escalations: Non-business critical requests and internal speed issues 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service and/or bad audio quality Provide urgent and consistent feedback on queries and escalations etc.; Going to meetings with Consultants for escalated customers; Qualifications and Experience Five to seven years experience in customer relations/customer service environment in the Telecommunication or ICT industry Hard Skills Required Advanced Computer Literacy Intermediate MS Excel Intermediate MS Outlook Intermediate MS Word Intermediate MS Powerpoint Dropbox