Customer Service Manager

Job Description

Title: Customer Service Manager

Company Name: Noman Group

Vacancy: 2

Job Location: Dhaka (Gulshan)

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Customer Relationship Management (CRM)

Experience Requirements:
∎ At least 3 year(s)
∎ The applicants should have experience in the following area(s): Customer Relationship Management (CRM)
∎ The applicants should have experience in the following business area(s): Garments

Job Responsibilities:
∎ Act as a trusted escalation point for customer issues. The Manager of Customer Support should embody customer service, gaining customer trust if customers asks "Can I speak to a manager?" by showing great empathy and demonstrating Subject Matter Expertise in all troubleshooting steps. He or she should inspire the team with each customer interaction, and be seen as a mentor by all reports.
∎ Manage a growing team of 8 team members, who work nearly 12/7. Achieve consistent quality by effective QA and follow up with agents. Motivate and retain a team.
∎ Drive continuous improvement of customer satisfaction and team efficiency. Proactively suggest improvements of processes and/or tools, and obtain stakeholder buy-in through strong collaboration and meeting management. Execute improvement initiatives on time; anticipates and communicates risks/delays ahead of time.
∎ Proactively prevent issues from occurring by acting as "Voice of the Customer" to internal stakeholders with both quantitative analytics and qualitative descriptions of user experience / issues. Collaborate with Product/IT/Operations on improvements to reduce issue occurrence.
∎ Strong verbal and written English communication, indistinguishable from native English speakers.
∎ 3+ years of people management experience
∎ Strong analytical and presentation skills. Experience presenting to senior leadership
∎ Knowledge of customer support ticketing system (e.g., Freshdesk, Zendesk) and/or CRM system (e.g. Salesforce) preferred

Additional Requirements:
∎ Age at least 20 years
∎ Both males and females are allowed to apply

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Medical allowance
∎ Salary Review: Yearly

Application Deadline: 10 Mar 2021

Company Information:
∎ 9 Feb 2021
∎ Noman Group
∎ Address : Adamjee Court (4th floor), 115 - 120 Motijheel C/A, Dhaka-1000.
∎ Web : www.nomangroup.com

Category: Customer Support/Call Centre