Customer Service Manager

CUSTOMER SERVICE MANAGER
INDUSTRY: BANKING
HR WORLD Ltd on behalf of our reputable client, we're looking for a Customer Service Manager who will manage the customer service team and make sure that service standards are being met and problems are resolved.

RESPONSIBILITIES;

• Leading and motivating the Customer Services Team to achieve success through establishing clear expectations of performance, reviewing individual and team progress, and taking proactive action to bring performance back in line where required.
• Recruit, develop and retain the best available talent and provide coaching, training, and constructive feedback on a regular basis to ensure the team maximizes its contributions to the business.
• Create and maintain a culture that attracts, retains, and motivates staff.
• Ensures an exceptional customer experience by observing CSR staff, providing feedback and modeling desired behaviors.
• Coordinates customer onboarding and outreach calling activities with CSR staff.
• Shares branch operational responsibilities with the Branch Manager including certain required reviews and approvals in accordance with the company's policies and procedures.
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• Accountable for Customer Compliance Strategy and Quality assurance Performance.
• Informing improvements to the Customer Support offering and value proposition, ensuring the Customer Services Team is a fully functioning ‘Insight Engine’, feeding into overall Business strategy and future products.
• Answers customers’ questions, resolve problems and maintains customer satisfaction by providing problem-solving resources.
  
  

QUALIFICATIONS;

• Bachelor's degree in Business Administration or any related field.
• A minimum of 5 years of experience in operations and service positions.
• Extensive experience and strong, dynamic leadership in overseeing multi-channeled Contact Centre operations and associated projects.
• Efficiency and organizational skills.
• Ability to think strategically and lead.
  
  

Interested candidates may send their CV's to recruitment@hrworld.co.tz before 6th September 2022