Our Client is a medium-sized migration agency dedicated to providing comprehensive immigration and visa services to individuals and corporations. With a strong commitment to excellence and a focus on client satisfaction, we have built a reputation for delivering successful outcomes to our clients.
As part of our continued growth, we are seeking a Customer Service Manager to join our dynamic team. Job Summary: As the Customer Service Manager, you will play a pivotal role in ensuring our clients receive exceptional service and support throughout their migration journey.
Key Responsibilities:
- Team Leadership: Lead, mentor, and develop the team, ensuring they provide top-notch assistance and support to clients.
- Client Engagement: Foster positive relationships with clients, understanding their needs and concerns, and ensuring their satisfaction throughout the migration process.
- Operational Excellence: Streamline and optimize customer service processes and procedures to enhance efficiency and effectiveness.
- Compliance: Ensure that all customer service activities comply with relevant laws, regulations, and industry standards, especially in the context of immigration services.
- Corporate Services Integration: Incorporate elements of corporate services management to improve the client experience, such as facilities for in-person meetings, technology support for clients, and coordination with corporate clients.
- Issue Resolution: Oversee the resolution of client inquiries, concerns, and complaints, working closely with other departments to address complex issues.
- Stakeholder Collaboration: Collaborate with other departments, including corporate services, HR, and legal, to provide comprehensive support to clients and ensure a seamless migration process.
- Reporting: Generate regular reports on customer service performance, client feedback, and key performance indicators for senior management.
- Budget Management: Assist in managing budgets related to customer services and corporate services, ensuring cost-effectiveness while maintaining high-quality standards.
- Technology Integration: Evaluate, implement, and manage technology solutions to enhance the client experience, such as customer relationship management (CRM) software and communication tools.
- Facilities Management: Oversee facilities related to client meetings and interactions, ensuring a welcoming and skilled environment.
Qualifications & Experience:
Proven experience in customer service management. Strong leadership and team management skills. Excellent interpersonal and communication skills. Knowledge of relevant immigration laws and regulations. Proficiency in technology and software related to customer service and CRM systems. Commitment to maintaining a positive client experience. Budget management expertise.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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📌 Customer Service Manager
🏢 Skill Match Recruit
📍 City of Rockingham