Job Position: Customer Service Manager

Job Summary:

We are looking for a motivated and experienced customer service manager to lead our customer service department through providing outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

Duties and Responsibilities

• Interacting with customers and handling customer queries and complaints in a timely manner;
• Supervise the day-to-day operations in the customer service department;
• Identify and drive process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources;
• Building effective customer service procedures, policies, and standards;
• Recruit, mentor and develop customer service experts and nurture an environment where they can excel through encouragement and empowerment;
• Liaise with internal stakeholders and follow up with external customers on all account-related requests;
• Control resources and utilize them to achieve qualitative and quantitative targets;
• Increase customer satisfaction level and coordinate with the team to keep the standard on a steady basis; 
• Maintain accurate records and document all customer service activities and discussions;
• Assessing service statistics and preparing detailed reports on your findings;
• Take ownership of customers’ issues and follow-up problems through to resolution;
• Collaborating effectively with supply chains, sales and other teams to ensure prompt and accurate order processing and delivery;
• Handle other customer service-related tasks as assigned;

Requirements

Academic qualification 

• MBA/BA Degree in Marketing, Management & Economics /BSc or Diploma in Civil Engineering, Architecture is Advantageous. 

Additional qualifications 

• Efficiency in English and Amharic, both writing and speaking; 
• Capability to work alone and in a team to perform tasks in collaboration;
• Good time management and organizational skills;
• Self-motivated and excellent customer service orientation; 
• Excellent presentation, negotiation and problem-solving skills;
• Result Oriented and drive for action;
• Experience in Financial Analysis (cost-effectiveness, cost benefits etc.);
• Excellent organizational, administrative and problem-solving skills;
• Preferably having a previous experience in the construction/real-estate sector is a plus. 

Years of experience: Minimum of 8+ years of proven work experience from which 4-5 are at managerial level

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