Customer Service Manager

Role Purpose

• To help build and maintain good customer relations and measurable high levels of customer satisfaction

• To develop maintain and own the customer service standards for the business

• To manage and lead a team of customer services staff

• To have the full responsibility and accountability for managing the daily work load of the customer service

• To implement development plans and goals for each member of the team based on team and Company objectives

Main Responsibilities

• Developing and updating customer service procedures policies standards and systems cooperating with sales and other internal departments to discuss possible improvements to customer service

• Handling queries from customers and staff and providing help advice service and information to customers regarding products or orders by telephone email website or other contact channels

• Investigating and solving customers' problems handling customer complaints or any major incidents issuing credit notes to customers

• Developing and measuring performance indicators to ensure effective customer service and response analysing statistics or other key data to determine how well customers are being served in order to initiate improvements

• Ensuring that all customer service staff have clear objectives and have review processes in place motivating and supporting the customer service staff to develop their individual capability and to achieve the team objectives

• Develop and maintain team working with both internal and external customers colleagues and peers. Continuously develop knowledge and understanding of customers products and company procedurespolicies.

Skills

•Masters Degree or equivalent qualification in a related field

•A minimum of 10 years of experience in a similar capacity

•Experience with customer service software platforms and measurement tools

•Experience in creating and implementing customer loyalty programs

•Excellent analytical communication and presentation skills.

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