Senior Customer Service Manager
7 days ago
We are seeking a highly skilled and experienced Customer Service Manager to join our team at Invision Recruitment Ltd. As a key member of our organization, you will play a crucial role in ensuring customer satisfaction and delivering exceptional service to our clients.
Key Responsibilities- Customer Interaction and Relationship Management
- Act as the primary point of contact between customers and our construction company.
- Address customer inquiries, concerns, and complaints in a prompt and professional manner.
- Build and maintain positive relationships with customers throughout the project lifecycle.
- Project Coordination and Communication
- Facilitate communication between customers and our project management team to ensure alignment on project timelines, milestones, and expectations.
- Keep customers informed about project progress, potential delays, and any changes to the project scope.
- Issue Resolution and Problem-Solving
- Identify potential issues early and work with relevant teams to resolve them before they escalate.
- Coordinate with our construction team to address any customer concerns about the quality, timeline, or other aspects of the project.
- Mediate disputes between customers and our construction team if necessary.
- Quality Assurance
- Ensure that our construction meets the customer's quality expectations and complies with all contractual obligations.
- Conduct inspections or coordinate third-party inspections to verify the quality of work and adherence to specifications.
- Post-Construction Support
- Manage the handover process, ensuring that all aspects of the project are completed to the customer's satisfaction.
- Provide support for warranty claims, maintenance issues, and any post-construction services required by the customer.
- Documentation and Reporting
- Maintain detailed records of customer interactions, issues raised, and resolutions provided.
- Prepare regular reports for management on customer satisfaction levels, recurring issues, and areas for improvement.
- Training and Development
- Train customer service representatives or other team members on best practices for customer interaction in a construction context.
- Stay updated on industry trends and customer service techniques to continuously improve the service provided.
- Process Improvement
- Analyse customer feedback and project outcomes to identify areas where processes can be improved.
- Implement changes to enhance customer satisfaction and streamline communication and service delivery.
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