Position : Customer Service Manager – Accra
Job Summary:
The Customer Service Manager will oversee the daily operations of the customer service department, ensuring that our customers receive outstanding service and support. This role involves managing a team of customer service representatives, developing and implementing customer service policies and procedures, and working closely with other departments to resolve complex customer issues.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service representatives. Conduct regular performance reviews, provide ongoing training, and support career development for team members.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Develop strategies to improve the overall customer experience and satisfaction.
- Create and implement customer service policies and procedures. Continuously assess and refine these policies to enhance service quality and efficiency.
- Monitor and analyze key performance indicators (KPIs) and customer feedback to identify trends, areas for improvement, and opportunities for service enhancement.
- Work closely with other departments, including Sales, Marketing, and Product Development, to address customer needs and feedback. Facilitate communication and cooperation to achieve company goals.
- Prepare and present regular reports on customer service metrics, team performance, and improvement initiatives to senior management.
Required profile for job ad : Customer Service Manager – Accra
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
- +5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
- Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in customer service software and CRM systems. Ability to analyze data and generate actionable insights.
Attributes:
- Customer-focused mindset with a passion for delivering exceptional service. Problem-solving skills with a proactive approach. Adaptability and resilience in a fast-paced environment.
Job criteria for job ad : Customer Service Manager – Accra
- Job category : Management – Marketing, communication – Sales
- Industries : Advice, audit, accounting – Banking, insurance, finance – Distribution, selling, wholesale – IT, software engineering, Internet – Marketing, communication, media
- Employment type : Permanent contract – Freelance – Part-time work
- Region : Greater Accra – International
- City : Accra
- Remote work : Yes
- Experience level : 5 to 10 years – More than 10 years
- Educational level : Bachelor – Master – Doctorate
- Spoken language : english > good level
- Number of Position(s) : 50
- Salary expectations : > GH₵ 40,000
- Team management : Yes
