Established in 2016, SEPTEM SYSTEMS is a technology, consultancy and services firm with a focal point of helping and assisting organizations to precedent amidst radical business and technology solutions.

SEPTEM SYSTEMS possesses an upright stature due to the pillars that surround our entire organization with a firm belief directed towards, INVENTING-Continuously leaping off cliffs and growing our wings on the way down.

INNOVATING-a substantial idea executed astonishingly and relayed in a way that is both intuitive and commodiously celebrates the magic of the original concept.

INSPIRING-Stimulating a sense of motivation among people around the globe. We collude with firms to frame and actualize powerful & prosperous business solutions. For organizations getting in touch with us, is equivalent to turning their business dreams and goals into immediate reality through accurate execution.

We have also joined forces with organizations such as UNICEF(United Nations International Children’s Emergency FUND), UNODC(United Nations Office on Drugs and Crime), SNG(Sub National Governance), TPI LUMS(Technology for People Initiative) and OPM(Oxford Policy Management) co-extensively creating an affirmative effect through both Business and Social well being optique.

Here at SEPTEM SYSTEMS, while perpetuating a magnificent service delivery caliber, we acquire an exquisite and penetrating technical skill set, frameworks & adequate practices including Enterprise Software Development, Website Development, Product Development, Digital Marketing and Data Sciences, which is achieved through impactful digital transformation.

Providing result driven business solutions to our clients as well as helping to accelerate their growth is our ultimate end goal.

We are looking for a skilled Customer Service Manager to manage daily operations & personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that the staff is well-organized and productive.
An excellent Customer Service Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Customer Service Manager, you must also have excellent customer service and communication skills.
The goal is to do everything possible to attain goals and achieve great results for our company.

Required Qualifications:

1. A Bachelors' degree is a must - preferably in business or similar
2. Proven experience as a call center manager or similar position | 3 - 5 years
3. Prior experience in a customer service role will be preferred
4. Prior knowledge of performance evaluation and customer service matrices is required
5. Prior experience in drafting reports and handling data for analytics
6. Must have excellent written and verbal English Communication skills - non-negotiable
7. Must be tech-savvy and comfortable in learning to work on new tools to facilitate workflow automation

Optional Qualifications (will be preferred):

1. Prior experience in chat support
2. Prior experience in Quality Control/Assurance
3. General understanding of networking & PBX based solutions

Role & Responsibilities:

1. Managing team rosters to ensure there's no redundancy or bottleneck
2. Managing clients in an operational capacity to ensure a smooth flow of information
3. Creating and improving the existing processes
4. Managing Team Performance through KPIs implementation & monitoring
5. Managing Quality of Services through KPIs & Mystery Shopping
6. Understanding the domain knowledge, service offering, processes and procedures
7. Training of new CSRs
8. Introducing fairness & depoliticizing within the team along with culture building
9. Timely reporting to clients and management
10. Task management based on priority & time sensitivity

Personality traits:

Following are some of the personality traits we are looking for and you will be evaluated on these:

• Empathy
• Self-starter attitude
• Diplomacy & problem-solving approach
• Critical thinking & Attention to Detail
• Patience & Long term vision