Customer Service Manager

UCMAS Ghana Ltd

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UCMAS Ghana Ltd seeks the services of a Customer Service Manager


Job Title: Customer Service Manager


Job Location: Accra, Greater Accra


Job Summary

  • Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives


Job Description

  • Develop and implement customer service policies and procedures
  • Define and communicate customer service standards
  • Review and assess customer service contracts
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Direct the daily operations of the customer service team
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer service issues
  • Monitor accuracy of reporting and data base information
  • Analyze relevant data to determine customer service outputs
  • Identify and implement strategies to improve quality of service, productivity and profitability
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer service projects and initiatives
  • Ensure budget/Target requirements are met


Qualification and Requirements

  • A minimum of a relevant bachelors degree is required
  • At least one (3) to five (5) years post qualification experience
  • Customer service experience
  • Supervisory experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in MS Office applications
  • Product knowledge


Key Competencies

  • Communication skills
  • Customer service focus
  • Supervisory skills
  • Problem analysis and problem-solving
  • Decision-making
  • Planning and organizing
  • Initiative
  • Flexibility
  • Presentation skills
  • Stress tolerance



UCMAS Ghana Ltd

Job Level

Manager (Staff Supervisor/Head of Department)


Greater Accra Region


Customer Service

Job Type


Minimum Qualification


Preferred Years of Experience

3 - 5 years