Customer Service Manager at Smoothtel

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner by ensuring projects are completed within the stipulated timings and with expected quality standards, so as to increase customer satisfaction, loyalty and retention.

Responsibilities

• Ensuring effective and efficient management of all projects by:
  • Project planning, scheduling, execution, onsite user training, commissioning and timely provision of signed completion certificates, delivery notes and job cards for purposes of invoicing;
  • Deployment of professional project engineers as site leaders/managers for all projects;
  • Ensure project meetings are held for all projects and proper implementation schedules;
• Enforce timely and effective submission of:
  • Daily technical reports by engineers to CSC upon site attendance;
  • Technical Timesheets by the CSC personnel;
  • Survey reports submitted immediately upon attendance of site survey;
• Ensure processing timelines for customer LPOs are achieved;
• Enforce timely submission of daily email feedback and reporting to customers on status of their requests upon job scheduling, during implementation and upon completion;
• Embrace speed and urgency on all customer requests by ensuring execution as per the set KPIs;
• Ensure zero repeat jobs
• Enforce Implementation of Preventive maintenance schedules for all SLA clients as per the PM schedule;
• Ensure Monthly/Quarterly customer visits (as per SLA agreement) for all SLA Clients;
• Immediate Escalation of any challenge that may affect prompt quality service delivery to customers;
• Identify the root causes of all customer complaints and follow-through jointly with relevant teams to successful closure and resolution;
• Working in collaboration and in consultation with all product managers on every technical deployment;
• Ensure availability of all the required project tools for use in company projects / call-outs; the tools should be in proper working condition and in enough quantities;
• Ensure customer feedback is acquired and recorded;
• Ensure representation of the Smoothtel Brand by the technical team embracing branded apparel (tools, documentation, PPEs, etc.);
• Generate new business to the company and reactivation inactive / dormant accounts;
• Ensuring active clients are assigned an Account Managers to manage the relationships;
• Mandatory real-time use of ticketing system on all Customer Service aspects;
• Ensure efficient and effective management of the Front Office and all FOCSA activities;

Qualifications

• Bachelor’s Degree in ICT or any other related field
• A minimum of 5 years’ experience in a similar role
• Experience in Customer Service Support shall be an added advantage
• Good leadership skills
• Ability to maintain calmness under pressure
• Excellent communication skills
• Have problem solving techniques
• Ability to exercise power and authority