Customer Service Operations Lead
3 days ago
Customer Service Manager Job Summary
We are seeking a seasoned professional to lead our customer service operations, driving exceptional experiences and fostering a culture of high performance.
About the Role:This pivotal leadership position is designed for an experienced manager who thrives in technical environments, overseeing the entire customer journey from initial inquiry to post-sales support.
You will be responsible for leading a team dedicated to providing exceptional service to B2B clientele, requiring strong people leadership, process improvement, and customer needs analysis skills.
- Team Leadership & Development:
- Lead, mentor, and motivate a team of customer service specialists, promoting continuous improvement and knowledge sharing.
- Manage employee lifecycle including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team can handle complex technical inquiries.
Develop, implement, and review customer service policies, programs, and procedures to enhance the customer experience and drive operational efficiency.
Analyse key performance metrics to improve call handling times, first-contact resolution, and overall service quality.
Liaise with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a unified response to customer expectations.
- Technical Customer Relations & After-Sales Support:
- Plan and implement after-sales initiatives to proactively follow up on customer satisfaction and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilising problem-solving skills to achieve satisfactory resolutions.
- Work collaboratively with service agents to identify trends in customer feedback and modify service offerings to better serve the market.
We require a minimum of 1+ years of experience in a customer service management or team leadership role within a technical industry.
A proven Bachelor Degree or Equivalent is required.
- Skills & Qualifications:
- 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.
- Exceptional communication and interpersonal skills.
- A proactive, problem-solving mindset with a focus on continuous improvement and customer satisfaction.
- Solid administrative skills and proficiency with CRM systems and standard office software.
Please note that this job requires a blend of technical knowledge, leadership skills, and a passion for delivering exceptional customer experiences.
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