Customer Service Manager
Qualifications
- Degree in Commerce, Business or Marketing or equivalent
- Professional Qualifications in Marketing an advantage
- 3-4 years working in sales
- Ability to build, motivate and manage teams.
- Effective in solving challenging problems in original and creative
ways. - Ability to analyze data and draw conclusions to drive business decisions.
- Ability to communicate effectively at all levels in the organization to drive action.
- Ability to empathies with customers and communicate with them.
- Fluent in English and Kiswahili
Responsibilities
- Ensure quality 24/7/365 operation of M-Gas Customer Care center.
- Lead a Customer Care Team dedicated to delivering excellent customer service.
- Help to recruit, supervise, and continuously train customer service team.
- Develop and monitor customer service team performance through tracking, giving feedback, training, and mentoring while at the same time evaluating their performance to ensure improvements and taking part in disciplinary actions as at when the need arises
- Collaborating closely with Team Leads to ensure team cohesiveness.
- Ensure efficient distribution of call Center agents, team composition, and daily/weekly task prioritization/planning.
- Ensure Supervisor performance and productivity meets set targets.
- Ensuring all customer requests are resolved in a timely manner.
- Writing and constant update of call scripts for the customer
service team. - Ensure preparation of critical call center reports.
- Ensure resources needed for Customer Care is proactively budgeted and provided
- Using customer call drivers and feedback through surveys to identify emerging issues with M-Gas services and escalate to IT or
About ITM Tanzania Limited
ITM Tanzania is a leading and comprehensive Human Capital Development and Business Solutions Company. Our team of highly qualified, competent, and experienced experts offers services and 360 support to reaching your organization's objectives at the expected timeline.
The company was incorporated under the United Republic of Tanzania's laws in 2018 to represent ITM SARL's vision, mission, and core values.
We are dedicated to providing our clients with top-notch and comprehensive services from outsourcing, recruitment, placement, talent acquisition and nurturing professional training and capacity building, and human resource advisory to industry solution services. We have extensive local knowledge with a participative global perspective to generate lasting value that meet and exceed the demand of our clients and the ever-growing competitive market.
ITM Tanzania was established to provide tailored solutions to our clients and assist them in solving their operational problems in a sustainable, efficient, and effective way.
Customer Service Manager
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