Customer Service Manager

1 month ago

Swindon, Swindon, United Kingdom Rocking Zebra Full time
Customer Service Manager

Rocking Zebra is seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer support function, you will be responsible for developing and improving our customer support systems, procedures, and processes to ensure a high level of customer satisfaction.

Key Responsibilities:
  • Develop and implement customer support strategies to improve customer satisfaction and loyalty
  • Work with the demand generation and pre-sales teams to ensure a consistent supply of high-quality inbound sales leads and insights
  • Maintain accurate and up-to-date customer-related data on our CRM system
  • Provide technical and commercial assistance to customers as needed
  • Produce regular team performance and sales reports and insights
  • Provide cover for team members during times of absence
  • Assist with internal and external quality audits for the function
  • Maintain high standards in the team (speed, accuracy)
  • Work with the marketing team to develop effective campaigns to promote products or services to new and existing customers
Requirements:
  • Previous experience in a similar role is essential
  • Experience in enhancing operational efficiencies to increase customer satisfaction
  • Strong attention to detail
  • Ability to plan and manage the priorities, workload, and direction of a customer support team
  • Able to exercise excellent judgment on how and when to intervene to keep the team on track
  • Ability to measure and report performance at both team and individual levels, using this information to make changes or corrections if required
  • Ability to communicate and persuade at all levels from engineers to board level
  • Willingness to learn technical concepts related to the company business
  • High level of skill in Microsoft Office, CRM, and ERP systems

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