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Customer Service Manager Job Summary
About the RoleWe are seeking an experienced and dynamic professional to lead and elevate our customer service operations.
- Team Leadership & Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance and continuous improvement.
- Manage employee lifecycle, including recruitment, onboarding, training, performance reviews, and development plans.
- Provide daily direction, feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide expert advice.
- Develop and implement customer service policies, programs, and procedures to enhance the entire customer experience.
- Analyse key performance metrics to drive operational efficiency within the customer service centre.
- Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure a seamless response to customer expectations.
- Plan and implement robust after-sales service initiatives to follow up on customer satisfaction 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.
Why This Role Matters: As a Customer Service Manager, you will be instrumental in shaping our customer service strategy and driving business growth through exceptional customer experiences.
Requirements:
- Proven track record of leadership and management experience in customer-facing roles.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
What We Offer:
- A competitive salary and benefits package.
- Ongoing training and development opportunities to enhance your skills and knowledge.
- A dynamic and supportive work environment that values innovation and collaboration.
