Customer Service Manager

Key **Team * 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 customersCustomer Relationship * 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 * 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 * 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 customersCollaboration: 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. Prepare and present regular reports on customer service performance to senior management.***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 techniquesAbility to think strategically and to leadStrong client-facing and communication skillsAdvanced troubleshooting and multi-tasking skillsStrong 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.

Created: 2025-03-07