Customer Service Full-time Victoria, Mahe Posted Apr 30, 2025
We are currently hiring a Manager Customer Services who will be responsible for leading the Customer Service teams and managing the operation of all Centres (Mahe, Praslin, and La Digue) and Call Centre. The role involves ensuring that services provided to customers through a dedicated team are timely, effective, and meet customer needs and business objectives. The ideal candidate must be dynamic, enthusiastic, energetic, with a passion for serving customers and leading a team of employees.
The manager must monitor the performance of the centres and staff, initiate appropriate actions to achieve targets, and assess the impact of these actions. Responsibilities include supervising cash collection, reconciliation, and banking processes to ensure compliance with FCT processes and financial procedures. Additionally, the manager will oversee query management to ensure customer queries and complaints are properly addressed within the stipulated timeframes.
Qualification and Experience
Degree level education or HND, preferably in Management or certified in Service Management.
At least 5 years of management experience in a Customer Service environment.
At least 10 years of supervisory experience in customer service.
Strong commitment to customer service excellence.
Good people management skills with the ability to influence and motivate.
Excellent communication skills, both oral and written.
Fluency in English and French.
Strong management and organizational skills.
Proven coaching, training, and mentoring abilities.
Good interpersonal skills.
Report writing skills.
Ability to supervise staff and maintain discipline.
Pleasant personality and ability to relate well to customer issues.
Good work ethics.
Class 2 driving license.
Relevant experience in the telecommunications industry.
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