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We are seeking a Customer Service Manager to lead and direct our customer service team towards delivering exceptional customer care. This role involves focusing on proactive customer relationships, people development, problem prevention, and continuous improvement of customer service operations. As a key member of the Plant management team, you will ensure optimal delivery on expectations and manage Plant commercial terms and pricing conditions.
Day-to-day of the role:
Lead the customer service operations within budget constraints and relevant KPIs.
Enhance Customer Service operations based on Voice of Customer (VOC) feedback and operational KPIs to reduce customer effort and improve retention.
Collect and analyze data from customers and customer service employees, providing feedback to local management on good examples and areas for improvement.
Monitor and manage the operational part of Service Level Agreements (SLAs), addressing successes and failures.
Oversee the start-up and termination of customer accounts.
Implement and advise on improvements for service channels and Customer Relationship Management (CRM) systems at the plant level.
Resolve customer issues within your mandate, including the issuance of credit notes.
Required Skills & Qualifications:
Proven experience in customer service management and team coaching, with a successful track record.
Strong ability to analyze data and interpret information effectively for continuous improvement.
Excellent verbal and written communication skills, with the ability to influence and lead effective working teams.
Strong organizational skills to ensure tasks are carried out timely.
Ability to collaborate and influence across departments and borders.
Educated to degree level or equivalent in a relevant field.
Experience in implementing continuous improvement programs.
Valid driver’s license.
Benefits:
Competitive salary and benefits package.
Opportunities for professional development and career advancement.
Dynamic and supportive work environment.
