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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
1
Managers
Sub-Major Group
12
Administrative and Commercial Managers
Minor Group
122
Sales, Marketing and Development Managers
Unit Group
1222
Advertising and Public Relations Managers
Minor Unit Group
MASCO Code
1222-04
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Customer Service Manager plans, directs, and oversees customer service operations to ensure high-quality service delivery. The manager develops and implements policies, procedures, and strategies, manages a team, resolves customer issues, and continuously improves service processes to enhance efficiency and satisfaction, while coordinating resources and monitoring performance to support organisational objectives.
Alternative Titles
Customer Team Leader
Customer Relationship Manager
Contact Centre Manager
Call Centre Manager
Call Centre Operation Manager
Contact Centre Team Leader Manager
Tasks
Lead and oversee customer service operations to ensure efficient and effective service delivery.
Manage and resolve escalated customer complaints and complex service issues.
Oversee the maintenance and accuracy of customer service records and documentation.
Collect and analyse customer feedback to identify areas for service improvement.
Coordinate with internal departments to ensure a consistent and seamless customer experience.
Skills
Basic
Conflict resolution and problem-solving skills to address customer and operational issues.
Customer-focused approach with patience and empathy in service delivery.
Effective time management and organisational skills to manage multiple responsibilities.
Excellent written and verbal communication skills for internal and external engagement.
Leadership and team management skills, including decision-making under pressure.
Specific
Knowledge of customer service management strategies and process improvement methods.
Knowledge of customer service performance metrics and customer satisfaction analysis.
Proficiency in customer relationship management (CRM) systems and digital customer service tools.
Additional Info
QUALIFICATION
Bachelor’s degree or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
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