Client Service Manager Job Opening

Job Description

We are looking for an experienced Client Service Manager to provide excellent customer service and to promote this idea throughout the organization, as well as in direct and indirect engagements with consumers. The goal is to keep the department running in an efficient and profitable manner, to increase consumer satisfaction, expectations, loyalty and retention.

The Client Service Manager is responsible for improving customer service experience. Engaging with consumers in facilitating adoption of the Ferly app and card, helping with consumer/user set up and navigation, and providing the kind of superior consumer experience that is expected in a consumer application.

Responsibilities

• Ensure positive customer service experience by resolving consumer concerns related to adoption and use of the Ferly App and Ferly Card.
• Take ownership of customer issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Develop service procedures, policies and standards; including scripts and internal service level agreements (SLA) to establish standards to govern Ferly customer service.
• Keep accurate records and document customer service actions and discussions.
• Analyse statistics and compile accurate reports.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.

Requirements

• Proven working experience as a call-center customer service manager.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation

Experience & Education

• BS degree in Business Administration or related field
• Two to Three Years Experience as Client Services Manager

Job Type: Full-time

Experience:

• Management: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Education:

• Bachelor's (Preferred)

Benefits offered:

• Paid time off
• Health insurance
• Dental insurance
• Education assistance or tuition reimbursement
• Healthcare spending or reimbursement accounts such as HSAs or FSAs
• Other types of insurance