Customer Service Manager

Job Summary:

At KAIZEN Asset Management Services, the Customer Experience Manager is essential in ensuring exceptional customer interactions and overall satisfaction. This role focuses on enhancing the customer journey through quality management, effective training, and continuous improvement, aligning with our commitment to excellence and customer-centric service.

Key Responsibilities:

Quality Management:

• Develop and enforce quality standards to uphold KAIZEN’s professional service levels.
• Set and monitor customer service benchmarks to meet or exceed customer expectations.
• Evaluate customer needs and implement training solutions to address these requirements.
• Prepare and submit comprehensive management reports, including performance and quality metrics, on a monthly basis.
• Conduct regular audits to ensure compliance with established quality standards and procedures.

Training:

• Facilitate thorough induction and orientation programs for new hires.
• Conduct ongoing training sessions on customer service standards, including etiquette and communication skills.
• Identify training needs through job analysis and performance reviews, and develop targeted training programs.
• Create and implement training manuals and methodologies that drive measurable improvements.
• Assess the effectiveness of training programs and their impact on performance.

Customer Support & Continuous Improvement:

• Collaborate with internal teams to deliver a cohesive and seamless customer experience across all platforms.
• Partner with sales, marketing, product development, and customer support teams to align strategies and initiatives.
• Design and execute customer retention strategies, including personalized communications and engagement programs.
• Continuously assess and refine customer experience processes to enhance satisfaction.
• Keep abreast of industry trends and emerging technologies to drive innovation and improvement.

Reporting:

• Generate and present monthly reports on departmental metrics and key performance indicators (KPIs).

People Management:

• Recruit, develop, and retain high-performing team members.
• Provide ongoing coaching, mentoring, and career development opportunities.
• Oversee salary reviews, team shifts, and leave management.
• Foster a culture of continuous improvement and engagement within the team, aligned with KAIZEN values.

Growth:

• Participate in and support coaching sessions and development activities.
• Engage in and promote company events and initiatives.
• Encourage a positive and collaborative team environment.