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 Analyze 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 utilize assets to achieve qualitative and quantitative targets Adhere to and manage the approved budget Maintain an orderly workflow according to priorities Requirements Proven working experience as a customer service 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 such as Salesforce and ZenDesk Proficiency in Microsoft Office & Google Suite 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 About APVI.com Since 2003, APVI has provided expedited US passport and travel visa processing services to individual and corporate travelers. We are registered with the US Passport Agency and with over 90 embassies.