Job title: Customer Service & Excellence Manager
As Customer Service & Excellence Manager, you will be responsible for leading and developing the customer service team to provide an outstanding customer experience.
Responsibilities:
1. Manage customer interactions across all service touchpoints, ensuring timely and effective issue resolution.
2. Utilize Salesforce and SAP to track, monitor, and improve customer engagement, response times, and satisfaction.
3. Enhance service workflows through automation and process optimization.
4. Set clear performance targets and KPIs, ensuring accountability and continuous improvement.
Requirements:
1. Customer-first mindset with a strong passion for improving service and customer experience.
2. Proven experience managing customer service teams in a technical or service-based industry.
3. Strong expertise in SAP, Salesforce, and digital customer service tools.
4. Ability to analyse data, identify trends, and implement process improvements.
5. Exceptional communication and stakeholder management skills.
6. Experience in team leadership, coaching, and driving team performance.
If you feel that you have the skills and experience required for the Customer Service & Excellence Manager role, please submit your CV along with an outline of your experience. Including a covering letter may enhance your chances of selection.
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