The mid-level Customer Service Manager will provide excellent customer service and to promote this idea throughout our organisation. The goal is to keep our organization running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Providing high quality, up-to-date documentation for all service arrangements.
Motivating and guiding a team.
Seeking out, establishing and maintaining relationships with operational contacts within each client.
Making sure that all account and contract details are up to date.
Investigating technical issues.
Accurately recording service times, job costing and invoicing in the Service Department.
Escalating operational issues to senior management.
Proactively developing and retaining key customer accounts.
Maintaining effective control of expenses by regularly examining management accounts and comparisons with budgets.
Carrying out quarterly billing checks and inventory audits.
Arranging for all outstanding debts to be collected within due time periods set.
Collecting and analysing data, then using it to plan and manage both projects and systems.
Keeping costs down by focusing on the reduction of leakage.
Taking corrective action where inadequate performance is suspected.
Assisting in the development of a customer service policy for the company.
Confirming that contracted payment terms are adhered to.
Following up on all outstanding issues.
Skills and Qualifications
Experienced in the management of a field based team.
Ability to work closely with and develop relationships with clients.
Improving and developing the knowledge & skills of others.
Highly organized with a positive 'can do' attitude.
Knowledge of progress monitoring and reporting.
Ability to organise clerical work, administration, control systems and financial resources.
Experience of using modern business methods in a practical way.
Knowledge of recruiting, selecting and appraising staff.
Able to handle communications and corporate affairs.
qualification in service management or equivalent.
direct work experience in service management capacity.
proven experience in people management.
proven experience in change management.
proficient in project management software.
General Skills (non-technical)
Excellent customer facing skills.
Disciplined, energetic and results orientated.
Having a analytical approach to problem solving.
Can create a environment where colleagues and staff can develop and excel.
High standards of numeracy and literacy.
Assertive and confident.
Exceptional verbal and written communication skills
Ability to make decisions and be accountable for decisions and actions
Copes well under pressure and with uncertainty
Flexible and adaptable in the face of changing priorities or circumstances
Drives for results
Experience in project or service Management
Experience in service Management (3 years +)
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