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
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of the industry’s developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities
