Customer Service Manager
2 weeks ago
Premier Work Support are pleased to be partnering with a luxury retail ecommerce and retail business, who are looking for a permanent **Customer Service Manager** to be based in Dartford.
The purpose of the role is to provide an efficient and effective Customer and Technical Support services stakeholders.
- Customer Complaints - bring these to a satisfactory conclusion including the development of actions to address the root causes of the complaints
- Provide customers and installers with Technical support relating to both product and installation, with the aim of maximising sales and minimising after-sales issues/complaints
- Provide input into new and existing product development using the experience of the Technical support team
- Liaise with suppliers and to effect cost effective solutions to the resolution of problems relating to customer issues
- Work with the QA team and the Technical Service staff to plan site visits towards customer complaint resolution
- Coordinate both on site and remote Technical service staff through the Technical Services Manager
- Provide prompt and accurate information relating to levels of complaints, cost incurred and resolutions to the Director of Sales/Managing Director on a weekly, monthly and quarterly basis
- Support the After-sales team with advice covering trading standards and consumer rights
- Ensure all requirements for replacement orders/collections are accurately processed and managed through to fulfilment
- Manage escalated complaints and provide the Directors with appropriate responses
- Ensure all issues/complaints are logged and followed through to a satisfactory conclusion for the customer with Technical queries passed to the Technical Support team.
General:
- Oversee the welfare and training and development of the members of your teams
- Ensure procedures are reviewed and documented to cover the service standards deemed requisite for each customer type
- Sales departments must be kept aware of all relevant complaint issues
- In the event of a clearly identified product failure, advise the relevant department and propose alternatives
- Use electronic network communication usage to its fullest potential
- Use customer feedback forms as a source of inspiration for improving our services.
This role is 9am - 5.30pm, Monday to Friday.
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