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Client Service Manager

Full time

Job Description

As Client Service Manager you will be responsible for managing frontline customer service team, in order to deliver a high-quality customer experience through any appropriate media. This role plays a crucial part in the success of the business by ensuring effective service delivery and therefore retention of our clients.

Main Duties

  • Managing the team of Customer Care staff effectively, to ensure that the Customer Care Department fully implements the Company Customer Care policy and procedure preferably in an online, multi-channel environment
  • Ensuring that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company
  • Understanding and knowledge of company policies and procedures and functional automation applications
  • Training staff to deliver a high standard of customer service
  • Handling customer complaints or any major incidents, such as a security issue
  • Keeping accurate records of discussions or correspondence with customers
  • Proven ability to operate independently as well as collaboratively
  • Communicating with various internal departments

Qualifications

  • High level of integrity, trust and respect. High energy and drive
  • Approachable, adaptable and flexible
  • An effective communicator. Problem solver
  • Passionate and self-motivated, with positive "can do" approach
  • Ability to motivate, inspire, mentor and coach others while maintaining a high-performing team within a positive, supportive work environment
  • Strong customer service ethic
  • Knowledge of customer service principles and practice
  • Knowledge of relevant computer applications and highly proficiency with the Internet
  • Previous experience in a supervisory role is essential
  • Desirable: Proficient German speaker