Improve customer service experience, create engaged customers and facilitate organic growthLearn from customers issues and follow problems through to resolutionSet a clear mission and deploy strategies focused towards that missionDevelop service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsRecruit, mentor and develop brand ambassadors and nurture an environment where they can excelthrough encouragement and empowermentControl resources and utilise assets to achieve qualitative and quantitative targetsMaintain an orderly workflow according to prioritiesCollect data on consumers, competitors and market place and consolidate information intoactionable items, reports and presentationsUnderstand business objectives and design surveys to discover prospective customers' preferencesCompile and analyze statistical data using modern and traditional methods to collect itPerform valid and reliable market research SWOT analysisInterpret data, formulate reports and make recommendationsUse online market research and catalogue findings to databasesProvide competitive analysis on various companies' market offerings, identify market trends,pricing/business models, sales and methods of operationEvaluate program methodology and key data to ensure that data on the releases are accurate andthe angle of the release is correctRemain fully informed on market trends, other parties researches and implement best practicesAdhere to and manage the approved budgetProven working experience as a Customer Service Manager, Retail Manager or Assistant ManagerExperience in providing customer service supportExcellent knowledge of management methods and techniquesWorking knowledge of customer service software, databases and toolsAbility to interpret large amounts of data, think strategically, and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsCustomer service orientationProven Market Research Analysis experienceStrong communication and presentation skillsExcellent knowledge of databases and MS OfficeSearch engines, web analytics and business research tools acumenFamiliarity with CRM programsAdequate knowledge of data collection methods (polls, focus groups, surveys etc)Working knowledge of data warehousing, modelling and miningStrong analytical and critical thinkingBS degree in Business Administration, Statistics, Marketing or related field
