Jobs

    Customer Service Manager - Malta - Konnekt

    Konnekt
    Konnekt Malta

    1 week ago

    Konnekt background
    Full time
    Description
  • Managing and overseeing the day-to-day operations of the call centre, service centre reception, while monitoring social media channels.
  • Leading a team of customer service representatives, offering coaching, training, and guidance to maintain high performance and customer satisfaction.
  • Optimizing customer service processes, enhancing efficiency, and improving the overall customer experience.
  • Monitoring and analyzing key performance metrics, such as call wait times, first call resolution rate, social media response times, and customer satisfaction scores.
  • Identifying trends, typical customer issues, and areas ripe for improvement.
  • Collaborating with various teams, including sales, marketing, and product development, to address customer concerns and propel business growth.
  • Handling escalated customer inquiries and complaints, swiftly and professionally resolving issues.
  • Staying updated with industry trends, best practices, and emerging technologies in customer service, and implementing relevant changes accordingly.
  • Fostering a positive and inclusive work environment that champions teamwork, collaboration, and ongoing learning.

    Requirements
  • Analytical mindset with the ability to identify trends and make data-driven decisions.
  • Possess excellent communication skills in both Maltese and English and time management.
  • Possess a strong customer-centric approach, preferably having been trained in customer care.
  • Exceptional problem-solving skills with a focus on finding creative solutions to customer issues.Education and Experience
  • Proven experience in a customer service management role, preferably in a call centre or service centre environment.
  • Be very proficient in office applications and have experience working on ticketing and customer relations management systems.
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