Fadac Resources and Services Limited – Our client is a Telecommunications and Information Technology company revolutionizing broadband access and solutions in emerging markets. They are engineers and problem-solvers working diligently to provide affordable, accessible, reliable broadband and technology solutions that cater to homes and businesses.
Due to expansion, they are recruiting to fill the position of a Customer Service Manager
Job Responsibilities
Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Work with other team members to from other departments dedicated to the same client account to ensure the highest quality of service delivery and all client needs met
- Improve onboarding processes.
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Learn from complaints and use customer feedback to improve services.
- Develop relationships with key stakeholders, including partners and key community groups.
Job Requirements
- Candidates should possess B.Sc Degrees with 3 – 5 years of relevant work experience in IT services industry
- Capable of developing and improving our Customer Service approach, strategy and implementation
- An analytical mind with attention to detail, with particular focus on qualitative data when reviewing performance.
- The ability to use your own initiative, balance priorities and work with minimal supervision.
- Self-motivated and passionate about improving the quality of customer service.
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities.
- High computer literacy and ability to learn new software.
- Knowledge of customer success processes.
- Experience in document creation.
