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Job Detail
Recruiter	:	Ian Hancock

Salary	:	£30000-£39999
Location	:	Gibraltar
Job Term	:	permanent,full
Posted On	:	2010-01-22
Expiry	:	2010-04-22

Customer Service Support
Our client is searching for a Customer Service Manager who will demonstrate your commitment to the provision of excellent customer service and you will be able to recognize that your relationship with key stakeholders will be key to the delivery of high standards of service. With a visible leadership style and the ability to communicate effectively across all levels of the business, you will motivate others to succeed. Your responsibilities • You will be responsible for general coordination of CS activities, including but not limited to checking emails, investigate and update on known issues via the forum, decision making on complex ticket queries and moderation of the CS forum • You will manage the CSRs time schedule, compiling and updating shift rotas together with the Anti Fraud Expert • You will review CS process and procedures and review and update CS templates (automated responses) • You will assist with the performance review process for the CS team members with the appropriate team leader and provide one to one coaching sessions where needed • You will plan and organize the implementation of new IT/BO features for the ticket system • You will conduct regular language testing • You will update the knowledge base whenever necessary Professional Profile • You will possess a minimum of five years customer service experience in a call center environment • You will have a minimum five years experience in a supervisory or management role (not just shift leader) • You have an excellent command of the English language, both written and spoken coupled with multi-language skills • You will have experience with mail or ticket based systems (no pure hot line experience) • You will have a proven ability to positively impact performance of employees through performance management and coaching • You will be a highly motivated individual coupled with excellent organization skills • You will be willing to work weekends where required • You will also have some exposure to anti fraud measures and procedures Salary is £30,000 - 40,000 dependant on level and relevance of experience

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