Customer Service Manager, Careers at BIMA, Colombo, Sri Lanka.

THE ROLE

Managing and overseeing the Quality Improvement, Customer Service and Complaint Management operations while ensuring all required standards and objectives are achieved as per the local and global guidelines.

RESPONSIBILITIES

– Responsible for leading the overall Customer Service Operations (Voice & Non-voice channels), Customer Experience activities & the Quality Improvement functionalities.
– Manage the customer service functionalities (Call Center & Customer Service) and ensure that the operations are in line with the departmental & organizational objectives.
– Ensure all service standards are met.
– Maintain and improve the customer experience functionalities, processes & activities to ensure that the voice of customer (VOC) is captured through the established channels.
– Overall accountability for NPS, CSAT of the organization.
– Actively involved in the capacity planning, recruiting and coaching processes to ensure the team is efficiently managed.
– Direct the team to achieve the set KPIs, Standards and SLAs.
– Actively involved in the complaint management process to ensure that the proactively identify the operational risks & liaise with the relevant department.
– Represent the service operations as an active member in the management & global team.
– Maintain and improve the customer experience functionalities to ensure that the voice of customer (VOC) is captured through the established channels.
– Prepare relevant reports as per the established processes & ensure the accuracy is maintained prior to submission.
– Interact and co-operate with all members of the organization including partners, internal stakeholders.
– Handle projects allocated for the service operations teams and ensure smooth implementation and taken place.
– Work with different business processes and ensure end customer experience is maintained at all given times.

THE CANDIDATE

– 3-5 Years of managerial experience in the similar role
– Degree in Management / Marketing or related field
– Customer centric & passion for service operations.
– Expertise knowledge in customer service/ customer experience operations.
– Excellent communication & inter-personal skills
– Good Command of English (Verbal & Written) – (Multi-lingual will be an added advantage)
– Detailed oriented & demonstrate strong decision making skills.
– High level of problem solving & quality conscious.

Please visit www.bimamobile.com to learn more about BIMA, our team and the success and impact we’ve had so far.