CUSTOMER SERVICE MANAGER – EXPRESS CREDIT

– providing help and advice to customers using your organization’s products or services
– communicating courteously with customers by telephone, email, letter and face-to-face

– investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants

– handling customer complaints or any major incidents, such as a security issue or a customer being taken ill

– issuing refunds or compensation to customers

– keeping accurate records of discussions or correspondence with customers

– analysing statistics or other data to determine the level of customer service ExpressCredit is providing
producing written information for customers, often involving use of computer packages and software

– writing reports analysing the customer service that ExpressCredit provides

– developing feedback or complaints procedures for customers to use

– improving customer service procedures, policies and standards for ExpressCredit or department

– meeting with other managers to discuss possible

– improvements to customer service

-training staff to deliver a high standard of customer service

– leading or supervising a team of customer service staff

– learning about ExpressCredit’s products or services and keeping up to date with changes

– keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

The Customer Service Manager should possess the following skills and experience:

– communication skills that allow you to inform, help and advise

– customers clearly and to liaise effectively with other professionals

– listening skills, to understand exactly what customers require
problem-solving skills

– confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

– motivational skills and an ability to supervise and lead a team of customer service assistants

– creative thinking, to be able to come up with new ideas to improve customer service standards

– an ability to work well under pressure

– organisational and planning skills to develop customer service policies

– good personal presentation, especially when working with customers face-to-face

– a commitment to improve your own customer service skills on an ongoing basis.

Applications should be sent to aratwa.dikgang@expresscredit.co.bw

Source:Expresscredit.co.bw page