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Manager - Customer Service

As Manager Customer Service, the incumbent has to be leader who leads, inspire, support & mentor the Customer Service Team. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities include, but are not limited to:

  • To set up the complete Customer Service function from scratch
  • Translates Airmesh goals into clear and comprehensive directives for team
  • To build a strong CS Team & educate them with the initiatives of Airmesh; working with them and inspire our customers via email, live chat, telephone and social media
  • To work towards awesome 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 & enhance internal policies and tools
  • Keeps ahead of industry’s developments and apply best practices to areas of improvement
  • Keep a regular and open line of communication with the agents to support, reverse feedback and influence as needed
  • Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value
  • Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate
  • Keeps accurate records and document customer service actions and discussions  
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage within the approved budget
  • Consistently drive teams towards higher performance and quality expectations

Desired candidate profile:

  • 5+ years of proven working experience as a Customer Service Manager
  • Strong understanding of Technology tools specially in terms of CRM
  • Excellent knowledge of management methods and techniques
  • Proficiency in English with excellent interpersonal skills
  • Self-starter with ability to work independently & deliver high quality results
  • Open to change, quick learner and be dynamic in an ever-changing environment
  • Good awareness of industry’s latest technology trends and applications
  • Should have ability to think strategically and to lead from front
  • Able to see through complexity to find best & simplest path forward
  • Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles
  • Should be excited to be a part of startup environment
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