Customer Service Excellence Specialist
3 days ago
We are seeking a seasoned professional to lead our customer service operations. As a Customer Service Excellence Specialist, you will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support.
This pivotal leadership role is designed for an experienced manager who thrives in a fast-paced environment. You will lead a team dedicated to providing exceptional service to a knowledgeable clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs.
Key Responsibilities:
- 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, 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.
Customer Service Strategy & Process Improvement:
- Develop, implement, and regularly review customer service policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- Analyse key performance metrics to drive operational efficiency within the customer service centre, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
- Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
Technical Customer Relations & After-Sales Support:
- Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- Work collaboratively with service agents and internal organisational units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
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.
- A 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 a trade-savvy clientele and liaise effectively with internal technical staff.
- A 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.
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