Job Purpose:
Vivo Energy Madagascar is seeking a highly motivated and dynamic CSC Manager to join the team. As the CSC Manager, you will play a key role leading our Customer Service Centre (CSC) and maintaining a high quality of service for our valued customers. You will be responsible for managing customer inquiries, overseeing the performance of staff, and implementing client service strategies to enhance customer satisfaction.
Key Responsibilities:
- Lead and manage the customer service team, providing guidance, coaching, and support to ensure optimal performance
- Collaborate with cross-functional teams to improve processes and enhance the overall customer experience
- Develop and implement customer service strategies to improve customer experience, increase customer satisfaction, and drive customer loyalty
- Monitor and evaluate customer service performance, identifying areas for improvement and implementing necessary changes
- Establish and maintain effective relationships with key stakeholders, including customers, suppliers, and internal teams
- Resolve customer complaints and issues in a timely and efficient manner, ensuring customer satisfaction
- Implement and manage customer service systems and tools to streamline operations and improve efficiency
- Set the appropriate controls required to ensure that all orders are processed correctly
- Manage customers' data including validation and control access to web portal
- Ensure proper invoicing for sales OTC and card orders and carry out adequate controls of invoices
- Act as the records File Plan Focal point for the CSC
- Stay updated on industry trends and best practices in customer service, and propose innovative solutions to enhance customer satisfaction.
Requirements
Key Requirements:
- Master's degree in business administration, sales and marketing or a related field
- Minimum 3 years of experience in Customer Services and/or in Customer relationships management
- Proven track record of leading and managing customer service teams
- Basics in logistics would be an advantage
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to build and maintain strong relationships with customers and stakeholders
- Team worker and promote collaboration
- Knowledge of customer service systems and tools
- Demonstrated computer skills
- Ability to work in a fast-paced, dynamic environment
Closing date: 22nd september 2024
To apply, please send us your resume by 22nd september 2024 through below application link:
https://apply.workable.com/vivo-energy/j/8CC2DEA5A2/
Benefits
Market related Remuneration and Benefits.
