Customer Service Manager at Ginos Ventures Limited

Job Summary

The Customer Service Manager is the first point of contact for customer inquiries and concerns. This position is responsible for attending to customers' enquiries and creating awareness of available products through various channels, including online chats, email, and phone calls. The role involves managing feedback and complaints, redirecting issues to appropriate teams, and taking necessary steps to achieve customer satisfaction. This position offers excellent opportunities for career growth.

Key Responsibilities

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer enquiries across multiple channels
• Acknowledge and resolve customer complaints effectively
• Answer phone calls, emails, and take messages
• Draft correspondence including emails and letters
• Process orders, forms, applications, and requests
• Manage logistics and ensure dispatched orders are delivered successfully
• Keep detailed records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with colleagues as necessary
• Develop feedback surveys to gather customer insights
• Identify ways to show appreciation to loyal clients
• Provide feedback on the efficiency of the customer service process
• Ensure overall customer satisfaction and provide professional support

Requirements

• Minimum of B.Sc qualification
• 5+ years of experience in a similar role
• Proficiency with commercial phone systems, customer relationship management software, and Microsoft Office Suite (Word, Outlook, and PowerPoint)
• Excellent ability to multi-task
• Fluent in English with excellent communication skills
• Strong attention to detail and conflict management abilities
• Demonstrated critical thinking, problem-solving, time management, and record management skills
• Maturity and professional demeanor