Senior Manager, Head Of Customer Service

ATOM

Kyauktada | Yangon

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Senior Manager, Head Of Customer Service

Senior Manager, Head Of Customer Service

ATOM

APPLY HERE

Senior Manager, Head Of Customer Service

ATOM

Myanmar - Yangon

Kyauktada | Yangon

10 Jun 2024

APPLY HERE

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Telecommunications

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

An Excellent Opportunity for ...

Overall responsibility for the development, performance and maintenance of the customer service activities
Set the strategy for the development of Customer Services, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Collaborate with other departments, such as sales and marketing, IT & Technology Groups to align customer service strategies with overall business objectives.
Monitor and analyze customer service metrics, such as Service Level Agreement, Response Time, Resolution Rate, and Customer Satisfaction, to identify areas for improvement and implement strategies to enhance overall customer experience.
Oversee the implementation and utilization of customer service software and tools to streamline processes and improve efficiency.
Delegate authority and responsibility to team with supervision, accountability and review
Lead an effective resource planning team, ensuring that resources are fully utilized and any contact demand is effectively covered.
Review and define clearly all roles, any required shift and candidate profiles required across the team.
Control Expense and manage budget for department, forecasting calls and assessing revenue opportunities.
Develop plans for team activities to include strategy to achieve agreed targets.

Open To

Male/Female

Job Requirements

5+ years of experience in Head or Leader Position in Customer Service Management
Master/ bachelor’s degree in business administration or a relevant field.
Proven experience of successfully leading and developing a team of customer service representatives.
Must be fluent in English
Excellent communications skills both written and verbal and Assertiveness skills to engage with internal (C Level) and External (Customers).
Strong team player with High level of personal moral and integrity
Proficient in customer service software and CRM systems
Exceptional business judgement using strong strategic thinking, customer centricity and appreciation for execution / operational excellence.
Ability to motivate, inspire and engage a department to achieve outstanding results.
Strong data interpretation, quantitative & analytical skills.
Resilience and ability to adapt to changes within a fast-paced working environment
Prior experience in telco B2B
Prefer having knowledge of Telco Products such as Connectivity, FTTH and Smart Solutions etc.