Customer Services Manager Emea
2 months ago
Our prestigious manufacturing client based on the Crossways Business Park; Dartford is seeking a **Customer Services Manager EMEA.**The role is offered as a full-time permanent position (_hybrid working_), flexible working available.
**Salary**: £56k - £62k pa
Benefits: 21 days holiday rising with service to 26 days pa, 10% target bonus, pension, health care and much more
**Customer Service Manager** duties and responsibilities:
- Ensure company customers are delighted about its service.
- Optimize the customer journey to ensure every customer gets an answer at the first point of contact and in a timely manner.
- Define and communicate customer service standards as well as achieving the agreed customer service levels and standards.
- Lead, develop and support the Customer Services team to deliver first class level customer services.
- Routinely review the necessary resources, tools and capabilities necessary to deliver a high-quality customer support and escalate staff training needs.
- Direct the daily operations of the customer services team.
- Lead regional data quality efforts, monitor data accuracy and data base information.
- Evaluate and address the performance of everyone in the team. This role oversees recruitment, promotion and termination of the employees in its department.
- Provide customer satisfaction reports and insights as well as periodically reviewing such metrics including customer feedback and complaints, with a Keep Getting Better mind set.
- Oversee successful implementation of customer services projects and initiatives regionally and/or globally, as required.
- Coach the individuals in the Customer Services team.
**Customer Service Manager** skills and qualifications:
- 10 years in people management experience.
- 5 years in Customer Service experience.
- Good level of English language.
- Experience in digital tools and digital engagement of customers.
- Experience in CRM management.
- Excellent communication skills and an active listener.
- Excellent negotiator with a long-term relationship mindset.
- Able to build business relationships internally and externally, comfortable working in a matrix type of organisation.
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