Operation - Customer Service Manager

Tasks & Responsibilities:
I) Management:
• Improving operational management systems, processes, and best practices
• Establishing customer service policies and procedures to increase the quality of customer service
• Setting customer satisfaction targets and working with the team to meet targets consistently
• Conduct quality control tests to ensure organization standards are being met.
• Take part in recruiting, training, and supervising the team
• Coordinate staff schedules and ensure a rational timesheet.
• Occasionally crosscheck and reconcile the transactions
• Monitor employee activities and provide guidance where needed.
• Encourage a positive work environment and culture for the team
• Work closely with legal and compliance departments to ensure that activities remain compliant.
• Keep track and update the system's errors and work directly with IT to resolve them.
• Staying updated on developments in the customer services field
• Create and send reports to the Board of Directors.
II) Operation:
• Implement and apply contemporary performance management techniques.
• Utilize customer experience systems to enhance service quality across various communication channels (calls, texts, emails, etc.).
• Improve overall customer satisfaction by optimizing interactions and ensuring high standards of service.
• Professionally deals with customers' inquiries promptly
• Operate EzyRemit backend system
• Responsible for processing all transactions efficiently.
• Resolve and follow up on pending transactions, escalating where needed
• Ensuring all transactions are performed following the company's compliance Rules
• Conduct department's reports
• Assist the General Manager in creating Operations documents.
• Ad-hoc tasks