Customer Service Manager

Responsibilities

• Manage large amounts of incoming phone calls
  
• Generate sales leads
  
• Identify and assess customers’ needs to achieve satisfaction
  
• Build sustainable relationships and trust with customer accounts through open and interactive communication
  
• Provide accurate, valid and complete information by using the right methods/tools
  
• Meet personal/customer service team sales targets and call handling quotas
  
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  
• Keep records of customer interactions, process customer accounts and file documents
  
• Follow communication procedures, guidelines and policies
  

Requirements

Requirements and skills

• Proven customer support experience or experience as a Client Service Representative
  
• Track record of over-achieving quota
  
• Strong phone contact handling skills and active listening
  
• Familiarity with CRM systems and practices
  
• Customer orientation and ability to adapt/respond to different types of characters
  
• Excellent communication and presentation skills