Service Desk Manager

Job Overview: The Service Desk Manager / Customer Services Manager will lead their telecommunications & IT support team to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing a team of customer service representatives & Engineers developing service procedures, and setting clear customer support standards.

Responsibilities and Duties:

• Lead and oversee the day-to-day operations of the customer service team.
• Manage headcount and recruit where required to efficiently manage the Client base
• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction.
• Handle complex customer service issues and escalate them to appropriate internal teams.
• Collaborate with other departments to integrate customer service with overall business strategies.
• Customer service conflict resolution (the ability to manage an unhappy client and bring to a resolve)
• Analyse customer feedback and develop new techniques to ensure customer retention.
• Prepare detailed reports on customer service metrics and present them to senior management.

Qualifications:

• Proven experience as a Service Desk Manager/Customer Services Manager or similar role, preferably in the telecommunications industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in Microsoft Office.
• A customer-oriented approach with the ability to adapt/respond to different types of personality types

Preferred Skills:

• Experience in handling customer service in a high-volume environment.
• Familiarity with industry’s latest trends and technologies.

We Offer:

• A dynamic work environment with opportunities for professional growth.
• Competitive salary and benefits package.
• A supportive team and management structure.