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Location:Solihull, Birmingham
Salary:£45k dependent on experience
The Company:
Our client is the worlds leading freight invoice verification and payment company, known for delivering top-tier freight audit services and cutting-edge business intelligence tools to a global clientele. They are currently seeking an experienced Customer Service Manager to join their dynamic team.
The Role:
Our client is searching for a motivated and experienced customer service manager to lead our customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures and setting customer satisfaction goals.
To qualify for the role, the ideal candidate will have proven experience working in a customer service manager position, with expert knowledge / experience in Freshdeskand excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.
Customer Service Manager Responsibilities:
- Supervising day-to-day operations in the customer service department.
- Responding to customer service issues in a timely manner.
- Creating effective customer service procedures, policies, and standards.
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
- Implementing an effective customer loyalty program.
- Maintaining accurate records and documenting all customer service activities and discussions.
- Assessing service statistics and preparing detailed reports on your findings.
- Hiring and training new customer service agents.
- Managing the approved budget of the customer service department.
- Staying informed on the latest industry techniques and methods.
- Create and document standardised processesfor onboarding and ongoing training, ensuring consistency in customer service across the team.
- Ensure the integration of customer service best practicesinto daily operations through structured training and ongoing support.
- Mentor and support team membersin their role, providing guidance and troubleshooting as needed
Customer Service Manager Requirements:
- Bachelors degree in business administration or relevant field.
- A minimum of 5 years of proven experience in a customer service position.
- Expert knowledge/ Experience in Freshdesk
- Proficiency in Microsoft Office and customer service software.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
