As the Customer Service Manager, you will develop and motivate the corporate escalation team, ensure volumes of work are handled in a timely manner and that key initiatives are met for our Customer Service teams. You will ensure the achievement of all established service level metrics which contribute to the superior performance of the team. The CSM will work collaboratively across functions, regions, and business units to implement strategies and tactical plans to drive effortless customer experiences and deliver results.

In addition of being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills. Additionally, you will act as a champion of change and leverage Customer Service technologies to drive best practices nationwide.

Responsibilities Include:

• Respond to customer service issues in a timely manner.
• Stay informed on the latest industry techniques and methods.
• Handle escalated consumer calls, especially forwarded from the ELT (Executive Leadership Team)
• Motivate the team & work to upkeep team morale
• Assist in hiring and training of new employees as well as the development of training materials and programs for all locations
• Manage the department workload including call volume, email, auditing, projects, etc.
• Keep all policies, procedures, promotions, and all new information updated and communicated to the team.
• Ensure consistency of responses to consumers’ questions through calls and emails.
• Communicate & collaborate with cross functional teams to meet enterprise goals (i.e. Sales, Marketing, ecommerce, Quality, Logistics, Finance, Planning, B2B, Engineering, production, etc.)
• Provide direct and timely feedback on department volume, issue, and projects to the Management Team
• Work with HR and team members to develop career growth for staff within the organization.
• Focus on continuous process improvement (Siebel, Web, Chat, etc.).
• Assist in the development of reports for all work related to the department to be able to measure performance with – calls, emails, miss-ships, call tags, etc. for completion in a timely manner.

Requirements

• Bachelor’s degree preferred
• 7 – 10 years’ experience in customer service area with demonstrated progression of additional responsibilities
• Strong communication and writing skills
• Excellent time management organization skills
• Experience managing a staff of phone, email, and chat representatives
• Understanding and comprehension of call center performance metrics and productivity reports
• Strong computer and Microsoft Office skills (Excel & PowerPoint a must)

Company Overview & EEO Statement

American Beverage Company SARL. is a leading beverage company in Cameroon with headquarters in Idenau, Limbe. With a projected annual revenue in excess of 2.5 billion CFA, ABC is on track to hold leadership positions in premium mineral water in Cameroon.

The Company maintains a formidable distribution network that enables its portfolio of more than 1500 owned, licensed and partners eager to make its brands available nearly everywhere people shop and consume beverages.

We crafted an unrivaled and solid benefits for you: We value our people and they are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired, and appreciated at work.

American Beverage Company SARL (ABC). is an equal opportunity employer and affirmatively seeks diversity in its workforce. ABC recruits qualified applicants and advances in employment its employees without regard to religion, gender, sexual orientation, age, disability, ethnic or national origin, marital status, or any other status protected by law. EOE

Additional Requirements: