Customer Service Relationship Manager

Sky Service Product - RM-Sky Channel-Contact Centre Inbound

The Sky Service Product RM will play a vital role in our Sky Channel-Contact Centre Inbound department, focusing on delivering an exceptional customer experience. Your primary goal is to ensure customer satisfaction and loyalty by providing timely and effective support. You will lead a team of customer support executives, guiding and mentoring them to excel in their roles.

• Lead and manage the Sky Channel-Contact Centre Inbound team, ensuring efficient operations.
• Oversee customer support executives, providing guidance and training to enhance their performance.
• Handle complex customer inquiries and issues, offering prompt and accurate solutions.
• Maintain a high level of customer satisfaction and loyalty through exceptional support.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Analyze customer feedback and trends to identify areas of improvement and implement necessary changes.
• Ensure compliance with company policies and procedures, maintaining a professional and ethical work environment.
• Stay updated with industry trends and best practices in customer support to enhance our services.
• Develop and implement strategies to improve team productivity and efficiency.
• Foster a positive and supportive team culture, promoting collaboration and open communication.

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer support leadership role, preferably in the banking or financial industry.
• Strong leadership and management skills with a proven track record of leading and motivating teams.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Strong problem-solving and conflict resolution skills, with a customer-centric approach.
• Ability to work independently and manage multiple tasks simultaneously.
• Flexibility to adapt to changing work priorities and a dynamic work environment.
• A passion for delivering exceptional customer service and a commitment to continuous improvement.

Experience Level

Mid Level