MAIN PURPOSE OF THE ROLE
Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquires are resolved quickly and competently and in a manner which enhances the organization's customer relationships.

MAIN RESPONSIBILITIES
• Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.
• Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer
service records.
• Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall
performance of the team.
• Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer
service can be improved.
• Develop problem solving guidelines, checklists, or other materials to assist customer service staff to respond to enquiries that are
recurring or routine.
• Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work
schedules and targets are met.

QUALIFICATIONS
Education Level Major/Field of Study or Equivalent
Associates Degree (± 13 years)

Experience/Background
Minimum 4 years