Customer Service Excellence Specialist
3 days ago
Lead and elevate customer service operations, overseeing the entire customer journey from initial inquiry to post-sales support. Ensure every interaction reinforces our reputation for excellence and expertise.
Key Responsibilities:
- Team Leadership & Development: Foster a culture of high performance, continuous improvement, and technical knowledge sharing within your team.
- Direction, coaching: Provide daily direction, constructive feedback, and coaching to equip your team to handle complex technical inquiries and provide accurate advice.
- Customer Service Strategy & Process Improvement: Develop, implement, and regularly review policies, programs, and procedures to enhance the entire customer experience and ensure alignment with company goals.
- Metrics and efficiency: 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.
Required Skills & Qualifications:
- 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.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Proven 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.
Benefits:
- Competitive salary.
- Opportunity to work with a reputable organisation.
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