Customer Service Manager

ESSENTIAL DUTIES
1. Perform all duties of a customer service representative (CSR).
2. Assist customer service representatives with customer research and problem resolution.
3. Handle customer issues escalated by customer service representatives (CSRs).
4. Aggregate currency transactions bank wide using system generated reports and teller logs. Complete reports as necessary.
5. Ensure coverage of all areas including switchboard, safe deposit box department, front counter and telephones.
6. Periodically monitor interactions of CSRs with customers to ensure quality control. Give direction and make recommendations as necessary.
7. Complete all necessary payroll documentation for all direct reports.
8. Complete annual performance evaluations and work with employees to determine employee goals.
9. Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
10. Oversee the filing of business and corporate resolutions, marriage licenses, death certificates, subpoenas, summons, etc.
11. Maintain log of safekeeping and loan and trust collateral receipts.
12. Conduct monthly audits of safekeeping logs.
13. Train new Customer Service Representatives.
14. Assess training needs on an ongoing basis and conduct department meetings and training as necessary.
15. Conduct periodic spot checks of reports regularly audited by the assistant customer service manager, including safe deposit maintenance, ATM/Debit card maintenance, hold mail logs and check pickup logs.
16. Maintain official check and ATM card inventory.
17. Improve customer service experience, create engaged customers and facilitate organic growth.
18. Control resources and utilise assets to achieve qualitative and quantitative targets
19. Maintain an orderly workflow according to priorities
20. Adhere to and manage the approved budget
QUALIFICATION
* Proven working experience as a customer service manager
* Excellent knowledge of management methods and techniques
* Minimum of OND in Business Administration or related field
MODE OF APPLICATION
Interested Candidates/Applicants should forward a Copy of their CVs to the HR: [email protected]
Only the shortlisted candidates will be contacted.