Customer Service Manager at HF Group

Overall Job Purpose

The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement. The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.

Principle Accountabilities

• Deploying strategies focused towards achieving the organizational and departmental goals.
• Systematic monitoring and reporting of channel performance and impact on customer experience.
• Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.
• Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
• Monitoring efficiency of channel performance (including tools) and impact on service delivery.
• Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.
• Collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.

Minimum Qualifications, Knowledge and Experience

• A Degree from a recognized university
• 4 years working experience in Customer service.
• Excellent knowledge of Call center operations, procedures and quality assurance metrics.

Key Competencies and Skills

• Planning and organisation skills
• Strong communication and questioning skills
• Good interpersonal Skills
• Good numerical and analytical skills
• Time management skills
• Good selling/influencing skills
• Quality conscious
• Sensitivity to customer issues
• Team working and Networking skills
• Presentation Skills
• Negotiation Skills
• Listening Skills
• Customer Focused
• Good understanding of the bank’s processes and procedures