Greenlight Planet

Customer Service Manager

Greenlight Planet

full-time

Posted on:

Origin:  • 🇲🇬 Madagascar

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Job Level

Mid-LevelSenior

About the role

  • Manage service function operations while focusing on enhancing a customer-centric culture across the business.
  • Steer and motivate the workforce, building a top-performing operational team and instilling a culture of accountability, results, and flexibility to meet or exceed customer expectations.
  • Enable managers to guide teams effectively, fostering team work within a merit-based network.
  • Evaluate and optimize the workforce to ensure the right capacity and skills mapping within the call center structure, delivering best-in-class assistance across all service lines and products.
  • Ensure clients are served within required timelines by developing and reviewing processes and policies to enhance customer satisfaction.
  • Ensure efficiency in case management and resolution of customer escalations within endorsed SLAs.
  • Continuously document recommendations and drive implementation to guarantee improved performance.
  • Proactively develop and implement systems and projects that ease customer access to products and services, assisted by monitoring, tracking, and reporting on the viability of resources, systems, and remote functions.
  • Ensure timely billing and vendor management of call center operational costs while driving cost-optimization initiatives. Work with with Telcos to provide services required for remote working.
  • Continuously review outgoing customer communications for approval before release.
  • Steer the customer onboarding team towards sustained success in customer satisfaction and experience.
  • Evaluate customer trends and performance data to make informed choices about operational and procedural changes.
  • Strategically drive team engagement to promote inclusion and ensure productivity with fully remote teams through periodic feedback loops.
  • Partner with other company functions to define and implement successful programs and oversee call center growth.
  • Manage staff disciplinary issues where coaching and training have failed to improve performance, ensuring sufficient documentation for key stakeholders.
  • Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
  • Document all absences and ensure records are updated on available systems and trackers.
  • Develop a tracking system to establish and identify noticeable trends.
  • Maintain accountability across team members and managers, involving HR for disciplinary actions where applicable.
  • Maintain proper control of shrinkage, ensuring both planned and unplanned shrinkage do not exceed 35% of total headcount for each team/function.
  • Ensure smooth workflows for remote work, including timely follow-up and resolution of issues, and implement hybrid work where applicable.
  • Manage and evaluate performance appraisals for Madagascar customer engagement functions, including quarterly performance reviews.
  • Maintain hourly, daily, weekly, and monthly performance tracking with a strict follow-up system.

Requirements

  • Demonstrate minimum 3+ years managing operational customer service teams in a managerial role, preferably in common or dedicated environments.
  • Are dedicated to high-quality customer service, consideration and the capacity to translate customer feedback into actionable improvements.
  • Proven ability to coach, mentor, and develop culturally diverse teams while driving engagement and motivation.
  • Possess excellent communication, negotiation, presentation, and relationship-building skills to influence and deliver service improvements.
  • Have strong organizational and follow-up skills to ensure timely execution and accountability.
  • Hold a bachelor’s degree (preferred).
  • Proficiency in MS Office, IB tools, and data evaluation.