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EMEA Golf Customer Support Team Leader

2 months ago

UK, UK, United Kingdom Mizuno Corporation EMEA Full time

Do you want to work for an organisation that places the values of "Fair-Play", "Friendship" and having a "Fighting Spirit", at the forefront of their mission and vision? This could be the role for you.


About the role

Reporting to the Head of EMEA Golf, and responsible for leading the golf customer service team, you will ensure outstanding customer experiences to both internal and external stakeholders. The role requires coordinating team activities, providing guidance and training, handling complex customer issues, and continuously improving customer service processes.


Key tasks and responsibilities include;


Leadership

  • Lead, mentor, and supervise the customer service team
  • Coordinate team attendance, activities and workload to ensure adequate coverage and support to the business
  • Conduct regular training sessions to improve team performance
  • Conduct half yearly team performance reviews by way of the appraisal system


Customer Support

  • Address and resolve escalated customer inquiries and complaints effectively
  • Ensure all customer interactions meet company standards for quality and satisfaction
  • Develop and maintain a strong understanding of Mizuno golf products and services within the team


Operations

  • Monitor and report on agreed key customer service metrics.
  • Implement strategies to enhance service efficiency and customer satisfaction.
  • Develop and update customer service policies and procedures as required.


Communication & Coordination

  • Coordinate with other departments to resolve product or service related issues
  • Communicate with customers via phone, e mail and other channels to provide assistance.
  • Maintain accurate customer service records and databases.


Continuous Improvement

  • Identify areas for improvement in customer service processes and implement changes
  • Stay informed about industry trends and best practices in customer service.
  • Gather and analyse customer service feedback to inform service improvements.


The Benefits

35 hour working week

Monday – Friday working hours

Pension scheme

Mizuno staff discount on a wide range of products

Leisure subsidy – contribution to your gym/golf membership

Employee Assistance Programme

Retail discount scheme

33 days holiday including public holidays with additional days for long serving staff members


Your Skills and Experience

The ideal candidate will have/be;


  • Strong leadership, teamwork and collaboration skills
  • Excellent written and verbal communication skills
  • Excellent organisational skills with an ability to pay particular attention to detail.
  • Proactive problem solver with a continuous improvement mindset
  • Familiarity with Excel, Word etc.
  • Experience in the golf or sporting goods industry is a plus.


About the Company

Since its foundation in 1906, Mizuno Corporation has developed products and services and utilized the value of sports under the management principle that “we will contribute to society through the advancement of sporting goods and the promotion of sports”. We will actively spread the value of sports even in everyday life and contribute to making people around the world happy through the power of sports.


Mizuno has long been the iron choice of better players worldwide - with multiple major winners and world #1s playing our equipment on their rise to prominence. That legacy has been added to with 4 majors wins and numerous awards from the golfing media – most notably in the MyGolfSpy's 'Most Wanted' awards.


Backed up with an industry-leading custom fit Swing DNA system – Mizuno is setting a new standard for other manufacturers to match.


Through years of experience and our devotion to support our customers in achieving their best, we remain true to our Corporate Philosophy: ‘To contribute to society by developing sports products and promoting sports in general’.


The Mizuno EMEA Golf division has several local country offices


*Applicants must have the right to work in the UK*