CVPeople Tanzania | Full time
Dar es Salaam , Tanzania
Our client is looking for Wellness & Customer Service Manager, the ideal candidate will supervise day-to-day operations in the customer service medical department
Respond to customer service issues in a timely manner.
Create effective customer service procedures, policies, and standards.
Define and communicate customer service standards oversee the achievement and maintenance of agreed customer service levels and standards
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Implement an effective customer loyalty program.
Maintain accurate records and document all customer service activities and discussions.
Recruit, train, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment when required.
Stay informed on the latest industry techniques and methods.
Delivering a comprehensive service to enquiring customers
Possibly delegating certain customer enquiries to specific teams.
Keeping a record of customer interaction and details of actions taken (complains register).
Improve customer service experience, create engaged customers, and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Keep ahead of industry’s developments and apply best practices to areas of improvement
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities 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.
Liaise with company management to support and implement growth strategies co-ordinate and manage customer service projects and initiatives
Evaluate and performance manage staff &identify and address staff training and coaching needs
Bachelor’s degree / advance diploma from a recognized university.
Possess thorough knowledge of Company product.
Sound analytical, presentation, communication, and interpersonal skills
Moderate computer literacy especially in the use of Microsoft packages
Minimum of 5 years’ experience Customer Service or related field in large and reputable organization