Barrister Global Services Network

Barrister is a multi- vendor company that provides Help Desk, Networking, Staffing and Technician services. Clients such as HP opens cases for their customers and sends the case to Barrister to supply a quality technician to report to site to perform the scope of work needed from that client.

Barrister has been providing services for over 35 years and provides these services through many of the largest IT companies in North America, as well as direct to commercial accounts.
Barrister manages over 15,000 certified technicians through advanced web-based systems, providing on-site service to every zip code within the United States, Canada, and Puerto Rico. Barrister served more than 252,000 locations throughout North America this past year alone.
Today, Barrister serves large enterprises, small to medium-size businesses, government agencies, small offices, home offices and consumers.

Job brief

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is
to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.


Responsibilities


  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Maintain an orderly workflow according to priorities

Requirements


  • Proven working experience as a customer service manager, retail manager or assistant manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Business Administration or related field