Required skills

• Strong communication and interpersonal skills
• Proficiency in customer relationship management (CRM) software
• Excellent problem-solving and decision-making abilities
• Ability to analyse data and derive actionable insights
• Team leadership and motivational skills
• Attention to detail and high standards of quality assurance
• Knowledge of quality management systems and methodologies
• Effective time management and organisational skills

Required experiences

• A minimum of 5 years' experience in customer service management or a related field
• Proven track record of improving customer satisfaction metrics
• Experience in managing teams and leading training initiatives
• Demonstrated experience with quality control processes and procedures
• Background in developing and implementing customer service strategies
• Experience in handling escalated customer issues effectively
• A solid understanding of market trends related to customer service excellence
• Prior involvement in cross-functional project teams is advantageous