As a Client Services Manager (CSM), you are to make sure that the company offers a differentiating and
memorable customer experience, customizing strategic approaches on how to constantly improve customer
services in a dynamic and evolving market, develop tailor made solutions to customer complaints, taking
orders, facilitating returns, forward planner able to forecast future customer needs based on trends. You will
lead an enthusiastic team in satisfying our customer asks and quality controls.

QUALIFICATIONS AND EXPERIENCE
• Degree in any business management course
• At least two years experience in a busy call center department for a service firm
• Good communication skills and ability to command attention from the audience

ESSENTIAL KNOWLEDGE
• Experience in Business Processes for Solar power.
• Skills in managing personnel and contributing towards the development of department strategy
• Independent thinker who can offer solution to complex situations

CORE COMPETENCIES
• Developed negotiation and communication skills
• Developed management and leadership skills
• Exceptional service and results orientation
• Superior analytical and problem-solving abilities. Demonstrated ability to apply IT in solving problems
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Ability to present ideas in business-friendly and user-friendly language. Successfully presents
technical information. Ability to make effective and persuasive presentations to senior management
• Ability to achieve results through others
• Excellent self-organization and self-direction in performance of tasks, including time management skills

CORE RESPONSIBILITIES
• As a CSM, you will lead Customer Service department in monitoring calls and non-phone work to ensure
customers are assisted quickly and efficiently in a professional and responsive manner and within a very
short time
• Ensures that assigned Call Center Agents are properly trained and have adequate technical knowledge,
portray a professional image, and are dedicated to providing a high level of customer experience
• Identify performance and training needs, and develop training and retraining programs through
performance appraisals and management in conjunction with the human resource department
• Lead in establishing meaningful goals and objectives for the customer service functions, setting and
leading the team in meeting performance targets for maintaining efficiency and quality.
• Ensure all data captured in the operational CRM’s are accurate and updated on an ongoing basis while
conducting periodic audits of the data sets to identify gaps and correction measures needed
• The CSM is responsible for gathering of data, preparation and presentation of periodical departmental
reports to the Managing Director
• Call center quality controls
• Remain informed of all new and existing products carried by the Company, by reviewing catalogs and
other appropriate materials and proposing new methods of work considering customer, field operations
staff and stakeholder feedback.
• The CSM will stay informed of important developments, potential problems, and related information
necessary for effective management
• Lead in supporting all Commercial Units of the company.
• Any other duty that may be assigned from time to time