This is a management position and requires the optimization of the customer service team to achieve the company objectives. There will be a requirement to develop and present performance reporting to management and stakeholders as well as to maintain the positive work culture and the high standard in customer satisfaction.
Enhance and maintain the quality assurance monitoring performed in the customer service team.
Assess and determine where processes can be enhanced to better service the customer.
Work closely with the team and be their inspiration, their mentor and assist them in their career progression.
Prepare and perform regular feedback and professional assessments of the team (individually) to guide
Lead the team in providing the customer with professional, courteous and knowledgeable support.
Escalate customer queries to relevant internal resources as required whilst remaining the single focal point and overseeing until the completion of the query.
Being the final point of escalation for complaints or internal staffing matters and aiding to resolve amicably and correctly.
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