Assistant Customer Service Manager (Customer Relationship Management)

Location: Sans Souci, Castries
Date Posted: 09-21-2017
An Opportunity exists within the Customer Service Department, to fill the position of 
ASSISTANT CUSTOMER SERVICE MANAGER (Customer Relationship Management)
 


Some of the primary responsibilities of the Assistant Customer Service Manager (CSM) at various times in his/her career will include but are not limited to:
  
· Oversee the operations of the Company’s Call Centre
· Supervise a team of Customer Service Staff
· Work with employees to investigate and resolve complex customer issues
· Follow up on customers’ complaints or inquiries and escalate to upper management when required
· Visit customers to provide a one-to-one service
· Lead the development of and maintain personalised relationships with key customers
· Ensure accurate record keeping of customers’ queries and complaints
· Analyze statistics or other data in relation to customer service levels and develop strategies for improvement
· Review and develop customer feedback and complaints procedures to ensure effective customer service delivery
· Develop customer service procedures, policies and standards for the department
· Sets employees’ personal performance targets, continuously monitors employee performance against agreed      objectives, conducts appraisal and where necessary makes recommendations for further development and training
·      Prepare an annual budget for capital and operating expenses
·      Prepare monthly reports on the activities and performance of the office and make recommendations for    improvements
 
 
 The ideal candidate must possess:
· A Bachelor’s Degree in Business Management or related field
· A minimum of five (5) years related experience
 
 
It would be an asset if you also have:
· Excellent knowledge of Customer Service techniques, principles and practices
· Effective Employee Management Skills
· Knowledge of Customer Information Systems
· Excellent customer-service orientation
· Conflict Resolution Skills
· Strong interpersonal and communication skills
· Highly self-motivated and directed, with sharp attention to detail
· Ability to prioritize and accomplish tasks in a hard-hitting environment. 
 
 
 APPLICATION
 
If, after reading the above, you believe that you are the ideal candidate, we would like to hear from you. Please submit your application by sending a cover letter and resume addressed to our Human Resources Manager on our career portal at lucelec.catsone.com/careers
 
Deadline for receipt of applications - 4:30pm Friday, September 29, 2017
 
 
Alphia Felix
Supervisor - Employee Engagement
St. Lucia Electricity Services Limited

Please contact me with any questions:

Email:
afelix@lucelec.com

Phone:
(w) 758-457-4400
 
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