Customer Service Manager - Addis Ababa

We are looking for a Customer Service Manager.
Responsibilities :

1. Leadership and Team Management:
   • Lead, mentor, and develop a team of customer service representatives, ensuring they are equipped with the necessary tools and knowledge to excel in their roles.
   • Conduct regular performance reviews, providing constructive feedback and identifying opportunities for professional development.
2. Customer Experience Enhancement:
   • Oversee the customer service operations to ensure a high level of customer satisfaction, striving to exceed client expectations at every interaction.
   • Implement and refine processes to improve the customer journey, ensuring a seamless experience across all touch points.
3. Issue Resolution:
   • Act as a point of escalation for complex customer issues, ensuring they are resolved promptly and 
   •  effectively.
   • Analyze feedback and customer complaints to identify trends and develop proactive solutions.
4. Collaboration with Internal Teams:
   • Work closely with other departments such as Sales, Product Development, and Marketing to relay customer feedback and advocate for client needs.
   • Collaborate with technical support teams to address product-related issues and enhance service delivery.
5. Performance Metrics and Reporting:
   • Establish and monitor key performance indicators (KPIs) for the customer service team, ensuring alignment with company objectives.
   • Prepare and present reports on service performance, customer satisfaction, and areas for improvement to senior management.
6. Training and Development:
   • Develop and implement training programs for the customer service team, ensuring they are knowledgeable about Amadeus products and services.
   • Foster a culture of continuous learning and improvement, encouraging team members to stay updated on industry trends and best practices.
7. Innovation and Strategy:
   • Stay abreast of industry developments and technological advancements to ensure Amadeus remains a leader in customer service excellence.
   • Contribute to strategic planning for customer service initiatives and enhancements, aligning with Amadeus's overall business goals.