The goal will be to provide outstanding customer service to the business unit clients by setting customer satisfaction goals, managing customer service performance, monitoring compliance with policies and procedures, and working continuously on enhancing customer experience.

Responsibilities:

• Assists with budget preparation for the Customer Service department and manages the assigned budget for the Business Director.

• Assists with drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience.

• Monitors performance metrics for customer service representatives and supervisors and prepares monthly reports summarizing the team performance.

• Monitors issues and trends related to customer complaints and inquiries, and analyze the impact on customers experience, and prepares summarizing monthly reports.

• Oversees the training and performance evaluations processes for both current and new team members.

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the line manager.

• Oversees the daily workflow of the team.

Requirements:

• Minimum of 10 years of experience, with 5 years of management or supervisory experience in customer service in water sector.

• Extensive knowledge of customer service procedures and principles.

• Excellent leadership and interpersonal skills.

• Good understanding of management practices and techniques.

• Strong analytical and problem-solving skills.

• Outstanding written and verbal communication skills.

• Good command of English, written and spoken.

• Proficiency in Microsoft Office and customer service software.