Muhammad Ismail

Customer Service Manager
Responsibilities
You’ll need to:
• provide help to customers using your organisation’s products or services
• handle any queries that have come via email or handed over from the online team
• communicate courteously with customers by telephone and email
• investigate and solve customers’ problems, which may be complex or long-standing, that have been passed on by the team
• handle customer complaints or any major incidents, such as a faulty products and delivery issues
• keep accurate records of discussions or correspondence with customers
• learn the sales funnel of a typical customer conversion
• analyse statistics or other data to determine the level of customer service your organisation is providing
• write reports and analyse the customer service that your organisation provides
• develop feedback or complaints procedures for customers to use
• improve customer service procedures, policies and standards for your organisation
• meet with other managers to discuss possible improvements to customer service
• have weekly meetings with all US team members and head office
• send weekly reports to head office
• learn about your organisation’s products or services and keep up to date with changes
Working hours
Your working hours will be from 9am to 5pm, Monday to Friday. If required, this can be adjusted slightly to accommodate your hours.
What to expect
• Work is usually carried out working remotely, but may need to meet up with local team when required.
• Whatever the setting, you will need to behave in a calm, professional and responsible manner at all times.
• Dealing with customers who are upset or angry may be stressful.
Skills
You’ll need to show:
• communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
• listening skills, to understand exactly what customers require
• problem-solving skills
• confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• creative thinking, to be able to come up with new ideas to improve customer service standards
• an ability to work well under pressure
• organisational and planning skills to develop customer service policies
• good personal presentation, especially when face-to-face with customers
• a commitment to improve your customer service skills on an ongoing basis.
• Take initiative and take risks when an idea is created