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Customer Service Manager
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ABOUT THE ROLECustomer Service Operations:Ensure high-quality service delivery through adequate capacity/resource planning and monitoring of service level agreements (SLAs).Manage all aspect of service delivery by managing shrinkage, attrition, productivity, TAT and workforce management.Manage and lead the Global Customer Service team, including hiring, training, and coaching.Collaborate with various stakeholders to integrate customer feedback and improve service offerings.Act as second level escalation support for complex customer complaints or inquiries.Write and update Standard Operating Procedures (SOPs) , process maps to maintain clear and effective processes.Regular mining of data and providing insights to senior management.Stakeholder Management:Primary contact for study group internal teams and partner agents.Identify gaps and recommends solutions to upgrade existing set up via technology, equipment, and policies enhancement to improve customer service and satisfaction.Proactively seek and maintain accurate product knowledge of all university programs.Collaborate with various internal departments to address customer concerns, resolve escalated issues, and implement solutions to enhance overall satisfaction.Drive customer service initiatives through cross function collaboration.Project ManagementAnalyze customer service metrics and feedback to identify trends, areas for improvement, and opportunities for enhancing the customer experience.Oversee all aspects of projects aiming efficient processes and effective utilization of resources and budget.
ABOUT YOUUniversity Degree in any fieldMinimum 8 years of experience in BPO/KPO/Shared Services with minimum 3 years’ experience in people management role.Experience in data analysis and reporting.Experience in performance and project management.Experience in business transition (preferably).Able to work rotational shifts to accommodate time-zone differences.Excellent communication, collaboration and relationship building and engagement skills.Knowledge of data management systems and contact centre ticketing process (Salesforce preferably)Sound knowledge of Microsoft products (Outlook, Word, PowerPoint, Excel, Visio and SharePoint).Familiar with six sigma methodology, yellow belt certified (Preferably)Understand contact centre KPIs and benchmarks.Excellent customer service and data analytical skillsExcellent attention to detail, highly organized and self-motivated
ABOUT USStudy Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.
ORGANISATIONAL COMPLIANCEStudy Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification.We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our
Privacy Policy.We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply asap.
