Office Manager

Overview:

The Customer Service Manager will oversee and lead a team of Customer Service Advisors with the aim of ensuring the delivery of exceptional customer service. The role encompasses the responsibility of managing the onboarding process for new team members, ensuring they are well-equipped to meet service standards. Additionally, the manager will be required to handle and investigate customer complaints, providing resolutions that uphold the company's reputation for customer satisfaction. The role also involves the development and implementation of efficient departmental processes, as well as monitoring adherence to these processes to ensure consistent service excellence.

Responsibilities:

• Oversee the completion of daily tasks by Customer Service Advisors in accordance with KPIs.
• Maintain and manage the knowledge base for company technical guidance.
• Investigate customer complaints on behalf of Account Managers.
• Communicate business updates within the department.
• Compile and present team performance to management.
• Conduct performance appraisals and individual review sessions with team members.
• Perform quality assurance and profitability investigation on sales orders.
• Develop and execute training programs for Customer Service Advisors.

Role & Competency Requirements:

• Demonstrated leadership in customer service with a track record of managing teams and meeting KPIs.
• Proficiency in CRM software, data analysis, and reporting.
• Experience in developing and implementing internal training programs.
• Strong problem-solving skills with a customer-first mindset.
• Excellent communication and interpersonal abilities.
• Capability to manage and resolve customer complaints effectively.
• Ability to conduct performance evaluations and manage staff development.
• Leadership qualities to inspire and guide the customer service team.
• Effective communication skills for clear and concise interactions.
• Strategic thinking for process improvement and issue resolution.
• Strong organisational skills to handle multitasking and prioritisation.
• Empathy to understand and respond to customer needs and team concerns.
• Decisiveness to make timely and well-informed decisions.
• Conflict resolution skills to diplomatically navigate and resolve disputes.
• Commitment to continuous learning and professional growth.
• Resilience to maintain composure and performance under pressure.

If you are a dedicated professional with a passion for delivering exceptional customer service, we would love to hear from you. Please submit your CV.