Duties and Responsibilities Includes and not limited to the followings:

• direct and manage all activities relating to the delivery of effective customer service
• liaise with other department heads across the organisation
• implement and maintain effective methods for gathering customer satisfaction data
• develop plans and targets for the customer service team
• delegate tasks to team leaders to ensure the smooth running of the department
• analyse and interpret data relating to customer service effectiveness
• manage and maintain long-lasting relationships with customers and clients
• control expenses and monitor budgets for the department
• support other departments with customer-service-related issues
• organise training and facilitate the development of the customer service team
• other incidental tasks

Qualification

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager especially in the telecoms sector
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• BS degree in Business Administration or related field