LOLC Finance Zambia Ltd
Posted Job
3 months ago

Customer Service Manager

This listings application deadline has expired so it is probably out of date

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CUSTOMER SERVICE MANAGER – LUSAKA

Job Responsibilities

i. Improve customer service experience, create engaged customers

ii. Take ownership of customers issues and follow problems through to resolution

iii. Set a clear mission and deploy strategies focused towards that mission

iv. Develop service procedures, policies and standards

v. Keep accurate records and document customer service actions and discussions

vi. Analyse statistics and compile accurate reports

vii. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

viii. Keep ahead of industry’s developments and apply best practices to areas of improvement

ix. Control resources and utilise assets to achieve qualitative and quantitative targets

x. Adhere to and manage the approved budget

xi. Maintain an orderly workflow according to priorities

Qualifications

Bachelor’s degree in Business Administration, Mass Communication, or any business-related field.

Minimum 3 years’ work experience in a customer service environment or other related field

Reporting, planning, and organizing skills with excellent time management skills.

Interpersonal, negotiation, and problem-solving skills

Excellent Verbal and written communication skills

Analytical thinking with an attention to detail and accuracy

Good judgement and conflict management

Ability to handle stressful situations appropriately and strong decision-making skills

Application deadline
24 Apr 15:00