Customer Service Operations Lead
2 days ago
At our organisation, we are seeking an experienced Customer Service Manager to lead and elevate customer service operations.
This pivotal leadership role is designed for a hands-on manager who thrives in a technical environment.
Job Responsibilities:- Team Leadership: Lead, mentor, and motivate a team of customer service specialists to foster high performance, continuous improvement, and knowledge sharing.
- Employee Lifecycle Management: Manage recruitment, onboarding, training, performance reviews, and professional development plans for your team.
- Daily Direction: Provide daily direction, constructive feedback, and coaching to ensure your team can handle complex technical inquiries and provide accurate expert advice.
- Customer Service Strategy & Process Improvement: Develop, implement, and review customer service policies, programs, and procedures to enhance the entire customer experience and align with company goals.
- Operational Efficiency: Analyse key performance metrics to drive operational efficiency within the customer service centre and implement solutions to improve call handling times, first-contact resolution, and overall service quality.
- Technical Support: Plan and implement robust after-sales service initiatives to proactively follow up on customer satisfaction, ensure part performance, and gather vital feedback.
Administrative skills and proficiency with CRM systems and standard office software are essential.
Key Qualifications:
Solid administrative skills, proficiency with CRM systems, and standard office software.
Additional Requirements:
Strong analytical and problem-solving skills, excellent communication and interpersonal skills, ability to work effectively in a fast-paced environment, and strong time management and organisational skills.
About Our Organisation:
We offer a dynamic work environment, opportunities for growth and development, and a competitive salary and benefits package.
Apply Now:
If you are a motivated and results-driven individual looking for a challenging opportunity, please submit your application.
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