Customer Service Manager
2 weeks ago
The Customer Service Manager will ensure the clients global customer base receive an industry leading support experience either directly, through a third-party managed contact centre or through the retail network. Responsible for the control and effective resolution of customer issues brought to the attention of the client in a manner which actively upholds brand integrity and values.
Responsibilities include (but are not limited to):
- Manage the Customer Services function ensuring that the customer owner and prospect enquiries are dealt with in a manner befitting of the brand and in line with key performance targets
- Manage, motivate and develop the Customer Services team ensuring high levels of engagement and performance
- Lead the Contact Centre strategy from development to implementation to day-to-day operations including the development and management of a balanced scorecard of metrics, including First Call Resolution Rates (FCR), Customer Effort Score among others
- Recommend and actively look for continuous enhancement of Customer Service strategies across the company and as a result contribute to advocacy, customer retention and loyalty
- Represent the voice of the customer across the business, working cross-functionally to ensure best practice and customer experience is at the forefront
Essential requirements
- Proven track record in managing a Customer Service Team in an automotive OEM, retail, luxury good, travel services
- Strong strategic ability with experience working within a customer-focused, high-growth, digital-first, tech platform
- Experience within a regulated environment across multiple geographies
- Has used Salesforce Service Cloud and SAP C4C in a complex omni-channel business
- Agency / supplier management experience
- A customer first mentality and the willingness to go above and beyond for them
- Experience of managing and motivating a high performing team
- Adaptable, quick thinking, decisive, showing strong initiative and self-determination
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