Customer Service Manager

Techunite Ltd are seeking an exceptional Customer Service Manager to join an expanding tech company based just outside of Egham

You will be assisting in resolving complex issues and driving customer satisfaction. You will be responsible for managing a team of customer service representatives (3) developing service procedures, and setting clear customer support standards. Over time this team will be growing.

Responsibilities and Duties:

• Lead and oversee the day-to-day operations of the customer service team
• Manage headcount and recruit where required to efficiently manage the customer base
• Develop and implement customer service policies and procedures to ensure consistent service delivery
• Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction
• Handle complex customer service issues and escalate them to appropriate internal teams
• Collaborate with other departments to integrate customer service with overall business strategies
• Customer service conflict resolution
• Analyse customer feedback and develop new techniques to ensure customer retention
• Prepare detailed reports on customer service metrics and present them to senior management

Qualifications:

• Proven experience as a Customer Services Manager or similar role, preferably in the telecommunications or IT industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in Microsoft Office.
• A customer-oriented approach with the ability to adapt/respond to different types of personality types

Preferred Skills:

• Experience in handling customer service in a high-volume environment.
• Familiarity with industry’s latest trends and technologies.