Customer Operations Manager

Description

Provides excellent knowledge and has responsibility for delivering end results that can demonstrate a clear business benefit. Identifies and delivers solutions and provides advice based on technical professional experience.Focusses upon the supervision of a team by setting direction and inspiring commitment to the plans and delivery of all objectives. Typically reports to the Senior Manager.

Job Responsibility

• Assists, advises on and executes processes and activities to resolve complex or novel challenges related to customer problems and prolonged customer issues;
• Leads the team in delivering effective responses to customer inquiries and complaints to enable the achievement of the strategy;
• Drives the design, delivery and implementation of programmes to support customer needs;
• Supervises a team of customer operations professionals and leads the team in providing product and service information to customers and identifying upselling opportunities to maintain and increase income streams from customer relationships;
• Leads activities that provide the best possible service in relation to billing inquiries, service requests, suggestions and complaints for new and existing customers;
• Builds strong, strategic relationships internally and externally to gain customer trust in all aspects of operational support and delivery.

Skills