Enhance Customer Satisfaction as a Technical Service Leader
1 week ago
Job Title: Customer Experience Manager
">Description: As a key member of our team, you will be responsible for leading and elevating our customer service operations. This is a pivotal leadership role designed for a hands-on manager who thrives in a technical environment.">
About the Role: You will oversee the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise. Your responsibilities will include leading a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.">
Key Responsibilities:
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- Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.">
- Manage the full employee lifecycle for your team, 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, expert advice.">
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.">
- Analyze key performance metrics to drive operational efficiency within the customer service center, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.">
- Liaise closely with the technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless, unified 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. Bachelor Degree or Equivalent. Proven experience in developing and implementing customer service procedures, SLAs, and performance metrics.">
Benefits: We offer a dynamic work environment, opportunities for growth and development, and a competitive salary.">
How To Apply: If you are a strategic leader passionate about driving customer excellence in a technical field, we would love to hear from you.
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