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Technical Field Services Manager
3 weeks ago
We are seeking a results-driven Customer Service Manager to lead our customer service operations and drive customer excellence in a technical field.
About the Role
The ideal candidate will have a minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
Key Responsibilities
- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate advice.
- Analyse key performance metrics to drive operational efficiency and implement solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with internal teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
Requirements
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or a related technical industry.
- Proven Bachelor Degree or Equivalent.
- Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Demonstrated ability to lead, develop, and inspire a team in a fast-paced environment, with a strong focus on coaching and mentorship.
- Exceptional communication and interpersonal skills, with the ability to build rapport with customers and liaise effectively with internal staff.
- Proactive, problem-solving mindset with a strong focus on continuous improvement and customer satisfaction.
- Solid administrative skills and proficiency with CRM systems and standard office software.
Benefits
Opportunity to work in a dynamic, technical environment with a passionate team.
