General Purpose

Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.

Main Job Tasks, Duties and Responsibilities

• develop and implement customer service policies and procedures


• define and communicate customer service standards


• oversee the achievement and maintenance of agreed customer service levels and standards


• direct the daily operations of the customer service team


• plan, prioritize and delegate work tasks to ensure proper functioning of the department


• ensure the necessary resources and tools are available for quality customer service delivery


• review customer complaints


• track customer complaint resolution


• handle complex and escalated customer service issues


• analyze relevant data to determine customer service outputs


• identify and implement strategies to improve quality of service, productivity and profitability


• liaise with company management to support and implement growth strategies


• co-ordinate and manage customer service projects and initiatives


• ensure budget requirements are met


• evaluate and performance manage staff


• identify and address staff training and coaching needs


• monitor accuracy of reporting and data base information


• review and assess customer service contracts