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Customer Service Operations Manager
2 weeks ago
Looking for a customer service leader to oversee our Premier/Corporate Customer Services team. This role involves managing daily operations, fostering team development, and driving continuous improvement in customer service standards.
Key Responsibilities:
- Provide guidance and oversight for the customer services team.
- Manage day-to-day operations to maintain high-quality service delivery.
- Handle escalated issues and ensure satisfactory resolutions within agreed timeframes.
- Act as interim manager of the customer care team in the absence of the customer care manager.
Team Development:
- Develop team members through training, coaching, and performance reviews.
- Foster a positive team environment that encourages motivation and collaboration.
- Ensure cross-training within the team to meet diverse customer expectations.
Customer Service Excellence:
- Ensure accurate processing of customer quotations, orders, and confirmations within a 24-hour SLA.
- Actively promote continuous improvement in customer service practices.
- Meet and exceed sales targets aligned with the sales plan
Performance Monitoring:
- Oversee call management systems, including call queues and response times.
- Monitor and report on key performance indicators (KPIs) and customer satisfaction metrics, including NPS.
- Provide regular updates to the management team on sales performance and KPI achievement.
Strategic Contributions:
- Participate in management meetings to contribute to strategic initiatives.
- Evaluate and enhance sales processes for the Premier/Corporate customer segment.
- Ensure customer data integrity and confidentiality are maintained.
Requirements:
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
- Experience in delivering client-focused solutions based on customer needs specific to their type of business and internal processes.
- Proven ability to analyze information quickly and to problem solve and think strategically, position and formulate appropriate recommendations.
- Ability to seek ways to continuously improve external and internal customer satisfaction with product or service quality and on-time delivery.
- Proficient in the use of software systems and Microsoft Office Suite.
- Ability to work as part of a group of people, working toward solutions which generally benefit all involved parties.
- Previous experience in customer service centre business is vital.
About Our Company:
We deliver innovative solutions to help businesses resolve challenges across design, procurement, inventory, and maintenance. We strive to provide a seamless procurement experience for our customers.
Our values unite us and differentiate us from our competition. They are shaped by our people, for our people.
Together, we can make great things happen.
Job details:
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Customer Service
- Industries: Wholesale Appliances, Electrical, and Electronics
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