Job Description: Customer Service & Office Manager
Titles: Customer Service & Office Manager
Reports to: Operations Manager / General Manager
Qualification: University or college degree in Computer Science, Marketing, or an acceptable combination of education and experience.
Summary As a customer service & office manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible and supports company operations by maintaining office systems and supervising staff.
You’ll also be expected to know your company’s products and policies inside out and be able to communicate it to other members of staff.
Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.
As a role of Customer Service & Office Manager is responsible organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency.
Job Duties
• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution, helping to build good customer relations
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards, recruiting staff and doing appraisals
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports, Financial responsibilities
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget, Sorting security issues
• Maintain an orderly workflow according to priorities
• Arranging staff meetings, Training and development, Handling complaints and queries (from customers and staff)
• Arranging promotional events
• Maintains office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions
• Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.
• Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.
• Completes operational requirements by scheduling and assigning employees; following up on work results.
• Keeps management informed by reviewing and analyzing special reports; summarizing information; identifying trends.
• Maintains office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
• Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Email marketing and prepare electronic marketing materials etc..,
• Where necessary and possible, organize support marketing efforts such as trade shows, exhibits, and other events in India and Overseas
• CRM/mainframe systems and customer purchase orders.
• Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
• Ensures and provides quality service to both internal and external customers.
• Performs assigned system maintenance to various electronic order files, maintain office servers.
• Supervise office staff and Prepare time sheets
• Liaise with other agencies, organizations and groups & Update organizational memberships
• Update organizational memberships, CR, Zakath, GOSI, Insurance, Chamber etc..,
Requirements & Experience:
1. Customer service orientation
2. Proven working experience as a customer service manager, retail manager or assistant manager
3. Experience in providing customer service support
4. Excellent knowledge of management methods and techniques
5. Proficiency in English
6. Working knowledge of customer service software, databases and tools
7. Awareness of industry’s latest technology trends and applications
9. Strong client-facing and communication skills
10. Advanced troubleshooting and multi-tasking skills
11. Success in qualifying opportunities involving multiple key decision makers.
12. Strong problem identification and objection resolution skills.
13. Able to build and maintain lasting relationships with customers & supply chain
14. Exceptional verbal communication and presentation skills.
15. Strong written communication skills.
16. Self-motivated, with high energy and an engaging level of enthusiasm.
17. Able to perform basic calculations and mathematical figures.
18. Ability to occasionally travel and attend sales events or exhibits.
19. Ability to work individually and as part of a team.
20. High level of integrity, loyalty and work ethics.
21. Experience with customer relationship management software
Main Activities, Maintain office records
• Design filing systems
• Ensure filing systems are maintained and up to date
• Define procedures for record retention
• Ensure protection and security of files and records
• Ensure effective transfer of files and records
• Transfer and dispose records according to retention schedules and policies
• Ensure personnel files are up to date and secure
• Responsible for actively ensuring the retention of the organization’s customer base which includes promoting the organization to existing customers.
• Works with the organization’s other branch/regional offices to resolve problems, facilitate solutions and enhance customer service offerings.
• Answers customer inquiries/communications as required
• Co-ordinates the organization’s involvement in internal and external trade shows
• Performs other related duties as assigned by management.
Compensation Package:
Attractive packages, annual vacation etc..,