Customer Service Manager freeC's Client

Identify and implement strategies to improve quality of service, productivity and profitability.
Develop and implement customer service policies and procedures.
Analyze relevant data to determine customer service outputs.
Define and communicate customer service standards.
Oversee the achievement and maintenance of agreed customer service levels and standards.
Direct the daily operations of the customer service team.
Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
Delivering a comprehensive service to support customers.
Managing a large number of incoming calls and emails.
Handle complex and escalated customer service issues.
Co-ordinate and manage customer service projects and initiatives.
Managing customers' accounts.
Communicating with internal teams to discuss sales targets.
Generating sales leads, building sustainable relationships where necessary.
Ensure the necessary resources and tools are available for quality customer service delivery.
Review customer complaints.
Track customer complaint resolution.
Monitor accuracy of reporting and data base information.
Ensure budget requirements are met.
Evaluate and performance manage staff.
Identify and address staff training and coaching needs.
Liaise with company management to support and implement growth strategies.