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Customer Service Director
2 months ago
Job Summary:
Camlin Group is seeking a highly skilled Customer Service Manager to lead our global customer service team. As a key member of our organization, you will be responsible for providing proactive and responsive support to our customers, ensuring long-term customer satisfaction, retention, and value.
Key Responsibilities:
- Lead the customer service team in providing timely and effective support to customers, globally.
- Develop and implement efficient systems and processes to monitor and deliver against contractual agreements for the service of products and services.
- Collaborate with product management and engineering to identify trends and issues in product performance and prioritize product fixes and developments.
- Implement and maintain robust systems for knowledge sharing across the team and capturing of learnings for future use.
- Deliver a pipeline of upselling opportunities by understanding customer needs and gaps and having a service team trained to promote relevant Camlin products and services.
- Manage a team of customer service professionals, providing guidance, coaching, and development opportunities to ensure high-quality service delivery.
- Develop and maintain strong relationships with customers, stakeholders, and internal teams to ensure seamless communication and collaboration.
- Stay up-to-date with industry trends, best practices, and emerging technologies to continuously improve customer service processes and strategies.
Requirements:
- Third-level qualification in a relevant subject.
- Minimum of 3 years' experience within a technical support environment.
- Minimum of 3 years in customer service management role in a technology company, including experience of building global customer service team with appropriate structures and processes.
- Problem-solving and analytical skills.
Desired Criteria:
- Ability to demonstrate critical thinking.
- People management and development experience.
- Understanding of electric utility substations and equipment or other background in the energy sector would be desired but is not essential.
Our Values:
- We work together - We know that working collaboratively will help us reach our shared goals faster, so we always look for ways to help each other.
- We believe in people - Here at Camlin Group, our people are central to what we do and what we can achieve. And as we move towards becoming industry and customer 'partners' that's even more important. We trust our team members to do their best and be supportive.
- We won't accept the 'way it's always been done' - Since Camlin Group's inception, we've been curious, inquisitive and always want to improve. Thinking differently is in our DNA and we love solving tough challenges.
- We listen to learn - Whether it's our customers, our markets, or each other, we ask questions and listen to the answers so we can learn and improve.
- We're trying to do the right thing - We take responsibility for our actions and take decisions based on what's right for people, profit, and planet.
Equal Employment Opportunity Statement:
Individuals seeking employment at Camlin Group are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.
