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Customer Service Manager
3 months ago
Customer Service Manager
WHAT TO EXPECT DAY TO DAY
The Customer Service Manager leads the Customer Service team in providing proactive and responsive support to our customers for the delivered products and services to ensure long-term customer satisfaction, retention and value
RESPONSIBILITES
- Leads the department which acts as primary point of contact, post-delivery, for all customers, globally, ensuring clear and empathetic communication to understand and address Customer needs and supports.
- Provides reactive and timely support to Customer Delivery (both Camlin field team and partners) as issues arise during or in preparation for Installation and commissioning work and is responsive to any customer queries pre-delivery.
- Delivers against our response, diagnosis, and resolution time targets.
- Maintains efficient systems and processes to monitor and deliver against all contractual agreements for the service of products and services, including SLAs.
- Leads the team in providing technical support and troubleshooting assistance to customers as needed.
- Utilises other Camlin resources efficiently and effectively where necessary to provide accurate information and assistance to Customers.
- Manages a robust system for knowledge sharing across the team and capturing of learnings for future use.
- Delivers a pipeline of upselling opportunities by understanding customer needs and gaps and having a service team trained to promote relevant Camlin products and services.
- Identifies trends and issues in product performance and the prioritisation of product fixes and product developments in close collaboration with Product Management and Engineering
- Implements, maintains, and improves the systems and processes necessary within Customer Service to support the Customer Performance function with the achievement of its responsibilities.
- Any other duties needed to help drive our Vision, fulfil our Mission, and abide by Camlin’s Values.
WHAT YOU WILL NEED TO SUCCEED
- Third Level Qualification in a Relevant subject
- Minimum of 3 years’ experience within a technical support environment
- Minimum of 3 years in Customer Service Management role in a technology company, including experience of building global customer service team with appropriate structures and processes
- Problem solving and analytical skills.
DESIRED CRITERIA
The following skills will be valuable but are not essential:
- Ability to demonstrate critical thinking.
- People management and development experience
- Understanding of Electric utility substations and equipment or other background in the energy sector would be desired but is not essential.
BENEFITS
- Competitive salary
- Company Pension & Life Assurance Schemes
- On-site parking
- Smart / Remote Working
- Wellness programmes
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.
