Job Description
Key Responsibilities:
- Team Leadership: Supervise and mentor the customer service team, fostering a positive and productive work environment. Lead and motivate the customer service team to provide exceptional service to customers
- Customer Relationship Management: Develop and maintain strong relationships with key clients, addressing their needs and resolving issues promptly.
- Service Operations : Oversee daily customer service operations, ensuring timely and accurate order processing, delivery, and after-sales support.
- Performance Monitoring: Track and analyze customer service metrics to identify areas for improvement and implement corrective actions. Set clear team goals and Key Performance Indicators (KPIs)
- Process Improvement: Lead initiatives to streamline customer service processes, enhance efficiency, and improve overall service quality. Develop and implement customer service policies, procedures, and standards.
- Training and Development : Provide ongoing training and development opportunities for the customer service team to ensure high performance and professional growth. Maintain a deep understanding of company products and services to provide accurate information to customers
- Collaboration : Work closely with sales, production, and logistics teams to ensure seamless service delivery and customer satisfaction. Coordinate with other departments to resolve issues impacting customer service.
- Complaint Resolution : Handle escalated customer complaints and issues, ensuring satisfactory resolution and maintaining positive client relationships.
- Reporting: Prepare and present regular reports on customer service performance to senior management.
Qualifications:
- Minimum of 5 years of experience in customer service management, preferably in the manufacturing or construction sector.
- Proven work experience as a Customer Service Manager
- Excellent knowledge of management methods and techniques
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and generate actionable insights.
- Strong problem-solving skills and a customer-centric mindset.
Job Tags
Work experience placement,