Job Description

Key Responsibilities:

• Team Leadership: Supervise and mentor the customer service team, fostering a positive and productive work environment. Lead and motivate the customer service team to provide exceptional service to customers
• Customer Relationship Management: Develop and maintain strong relationships with key clients, addressing their needs and resolving issues promptly.
• Service Operations : Oversee daily customer service operations, ensuring timely and accurate order processing, delivery, and after-sales support.
• Performance Monitoring: Track and analyze customer service metrics to identify areas for improvement and implement corrective actions. Set clear team goals and Key Performance Indicators (KPIs)
• Process Improvement: Lead initiatives to streamline customer service processes, enhance efficiency, and improve overall service quality. Develop and implement customer service policies, procedures, and standards.
• Training and Development : Provide ongoing training and development opportunities for the customer service team to ensure high performance and professional growth. Maintain a deep understanding of company products and services to provide accurate information to customers
• Collaboration : Work closely with sales, production, and logistics teams to ensure seamless service delivery and customer satisfaction. Coordinate with other departments to resolve issues impacting customer service.
• Complaint Resolution : Handle escalated customer complaints and issues, ensuring satisfactory resolution and maintaining positive client relationships.
• Reporting: Prepare and present regular reports on customer service performance to senior management.

Qualifications:

• Minimum of 5 years of experience in customer service management, preferably in the manufacturing or construction sector.
• Proven work experience as a Customer Service Manager
• Excellent knowledge of management methods and techniques
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and generate actionable insights.
• Strong problem-solving skills and a customer-centric mindset.

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