Job Title: Customer Service Manager

Job Summary: A major company in Liberia is seeking a midlevel experienced Customer Service Manager to oversee and manage the customer service operations for our company. The successful candidate will be responsible for ensuring that our customers receive the highest level of service and satisfaction.

Responsibilities:

• Manage a team of customer service representatives, providing guidance and training as needed.
• Develop and implement customer service policies and procedures to ensure that customer needs are met efficiently and effectively.
• Monitor and analyze customer service metrics to identify trends and areas for improvement.
• Work with other departments, including marketing and operations, to ensure that customer service is integrated into all aspects of the business.
• Handle customer inquiries and complaints, resolving issues to the satisfaction of the customer and the company.
• Implement programs to improve customer retention and loyalty, including customer feedback programs, loyalty programs, and other initiatives.
• Stay up-to-date with industry trends and best practices in customer service.
• Ensure compliance with all relevant laws and regulations related to customer service and gambling operations.

Qualifications:

• Bachelor’s degree in business administration, hospitality management, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a management position.
• Strong knowledge of customer service best practices and principles.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Experience working in a call center is a plus.
• Ability to work under pressure and in a fast-paced environment.
• Excellent time-management skills and ability to prioritize tasks.
• Proficiency in Microsoft Office and other relevant software applications.

Only candidates possessing the requisite experience are requested to apply and should submit their application, indicating the position for which they are applying and their unique qualifications for the position, along with academic qualifications (copies of degrees obtained and relevant certificates), 3 references, and a resume/CV . Resume/CV must contain a cell phone number as well as an email address.