Customer Service Manager at PACIS Insurance

To ensure that the needs of our customers are being satisfied. Your aim is to provide excellent Customer Service/ Experience and to promote this idea throughout the organization, manage Customer service teams and deliver Customer driven targets.

Roles for the Customer Service Manager Job

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service quality results by evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Providing help and advice to customers using our organization’s products or services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
• Issuing refunds or compensation to customers
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service your organization is providing
• Developing feedback or complaints procedures for customers to use
• Training staff to deliver a high standard of customer service
• Leading or supervising a team of customer service staff

Customer Service Manager Job Requirements

• A Bachelor Degree in business related filed from a recognized institution
• Diploma in Customer Service
• 3 years’ experience in Customer management field

Skills

• Strong Customer Service management skills;
• Excellence emphasis
• Technical acumen;
• Problem-solving and decision-making abilities;
• Analytical skills and a good eye for detail;
• The ability to cope under pressure;
• Planning and organization skills;
• Good communication and presentation skills;
• Numerical skills and the ability to evaluate costs;
• The ability to understand broad business issues.
• Strong interpersonal skills;