Customer Service Manager
As customer services manager (CSM), MSM will put you firmly at the heart of the action, ensuring customers receive a world class service and experience, your analysts workloads managed, SLA performance is maximized and their skills are exploited, areas of success and improvement are clearly communicated.
In this demanding role MSM will help you plan, create, schedule and execute any number and type of user configurable tasks and activities which can be monitored, rescheduled, viewed and reported on:
CSM tasks could include:
- Plan, schedule and execute staff recruitment activities such as orienting, training, coaching, counselling.
- Conduction staff appraisals performance reviews and disciplining meetings; process, policies and procedure updates.
As a CSM, you can report on the performance of customer service objectives by contributing customer service information and recommendations provided by MSM to: support strategic plans and reviews; prepare and complete action plans, report on service outcomes, performance, productivity, quality, and customer-service standards.
MSM provides you with the information you need to improve customer service quality results. This is done by studying, evaluating, and re-designing support processes; establishing and communicating service metrics; monitoring; analysing implementation of changes and areas for improvement. In this role it is key to determine customer service requirements and maintain contact with customers. MSM enables you to create and conduct user configurable surveys and reports to identify customer service trends, service improvements and implementing change.
MSM is an essential resource to help you maximizes customer operational performance by providing service desk resources and technical advice to improve first time fix rates, resolving problems, disseminating advisories, warnings, trend; detect and diagnose ongoing problems.
Save time and money, increase efficiency and communication and improve the user and customer experience