Expires: 12/28/2010 Ref: 54723
Customer Service Manager – Damco, Cairo, Egypt
Hires, trains and manages members of the customer service department. Resolves difficult issues regarding client complaints and other matters. Works closely with managers in other departments, such as sales, to develop accounts, and update policies and procedures for client services.
The main focus of the customer service manager is to satisfy the needs of every customer. The work of the customer service manager has to be performed at various levels right from initial level of dealing with customers at the reception to the higher level to make the top management aware of the expectations and need of the customers.
Employee Supervision: The CSM is to supervise all the employees of customer service which includes checking the performance, work efficiency, punctuality and above all, the duties of his team of customer representatives
Customer Service: The CSM is responsible to ensure excellent customer service levels are provided by the company at all times and in all geographies. Special attention is given to the practices for customer service like listening to the customers, making suggestions, keeping the promises and ensuring that they are performed in an excellent manner which are key to good customer service.
Client Retention & Escalation: The CSM will be overall responsible for the retention and development of existing and newly landed clients. He will also be the point of escalation for clients who are not satisfied or confused about the service.
Sale Opportunities: The CSM is responsible for identifying and developing further sale opportunities with existing clients and support the sales team to capture these opportunities, and deliver the agreed services to the satisfaction of the client.
Customer Service Employee Development: The CSM is responsible to training and develop the CS team. His duty is to ensure that the employees possess the required knowledge regarding the services we deliver, values, expectations, rules and regulations of the job, as well as are of the right caliber to deliver the services to the satisfaction of the clients.
Targets and Goals: The CSM will be tasked to meet growth, CM1 and service level targets as set regularly. This includes increasing the customer satisfaction ratings of the company by providing good service to clients.
Main requirements for the position holder are:
· 5-7 years of experience in customer service delivery in a multinational company
· 3-4 years of experience in leading and managing a team
· Excellent communication and negotiation skills
· Perfect command of English and Arabic
· Self-driven, extroverted personality that likes to work with and through people inside and outside the company.
The position will offer you:
· A chance to develop and grow the new Customer Service department in Damco Egypt.
· Enhancement of your management and communication skills
· Exposure to an extensive client portfolio in and out of Egypt.
· Exposure to multinational environment
Apply for this position