Manager, Customer Service
3 days ago
1. JOB PURPOSE:
Responsible for overseeing all customer care operations, managing complaints, and ensuring exceptional customer experience. This role involves handling customer inquiries and complaints, including those from the Ministry of Tourism, coordinating with marketing for social media complaints, and collaborating with other departments to resolve issues effectively. The position requires strong leadership, problem-solving, and communication skills to maintain high levels of customer satisfaction.
2. RESPONSIBILITIES:
Customer Care & Complaints Management
Manage customer service operations to ensure high levels of satisfaction. This includes handling and resolving customer complaints efficiently, ensuring timely follow-ups, and implementing strategies to improve customer service standards. A key responsibility is managing complaints received from the Ministry of Tourism, ensuring compliance with regulations, and working closely with internal teams to provide effective resolutions and maintain a positive company reputation.
Social Media & Digital Complaints Handling
Manage customer complaints received through social media and other digital platforms. Develop a proactive approach to addressing online customer concerns, ensuring quick and effective resolution while maintaining the company's brand image. Additionally, monitor customer sentiment through digital tools, analyze trends, and leverage insights to enhance service strategies and prevent recurring issues.
A critical aspect of this role is working closely with operations, sales, IT, and other relevant departments to address customer issues effectively. Facilitate communication between departments, ensuring a seamless customer experience. Furthermore, coordinate with product and service teams to gather customer feedback and contribute to the continuous improvement of offerings. Also responsible for developing and implementing customer service training programs to enhance service excellence across the organization.
Performance Monitoring & Reporting
Responsible for tracking key customer service metrics, including response time, resolution rates, and customer satisfaction scores. Generate reports on customer feedback, trends, and common issues to inform strategic decisions and service improvements. By utilizing data-driven insights, identify areas for enhancement, implement initiatives to elevate the overall customer experience, and ensure service levels align with organizational objectives.
Process Improvement & Policy Development
Develop policies and procedures to enhance customer service operations. This includes implementing technology solutions to streamline customer support processes and ensuring efficiency and effectiveness in service delivery. Additionally, ensure compliance with company policies, industry regulations, and service level agreements (SLAs), fostering a customer-centric culture within the organization. Continuously identify and implement best practices to improve customer satisfaction and loyalty.
3. BEHAVIORAL COMPETENCIES:
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.
- Builds strong customer relationships and delivers customer-centric solutions. Digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
- Maneuvers comfortably through complex policy, process, and people-related organizational dynamics. Builds support for ideas among key decision-makers and stakeholders. Anticipates political difficulties and identifies ways to overcome any resistance.
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