The Contact & Telesales Manager role involves leading a dedicated customer service team within a thriving distributional industry. The position requires a strategic thinker with a passion for delivering exceptional customer experiences.
Client Details
The company is a leading entity in the transport and distribution sector with a staff count exceeding 1,000. It is committed to delivering top-notch services across its vast network of clients, emphasising efficiency, reliability, and quality.
Description
1. Key responsibilities will consist of:
2. Lead and manage the Customer Service team to deliver exceptional service.
3. Develop and implement customer service policies and procedures.
4. Providing continuous assistance to team members handling orders, complaints, and delivery challenges.
5. Generating regular reports for senior management to track sales and identify slow-moving items.
6. Maintaining frequent communication with customers via email, phone, or in-person visits to nurture relationships and resolve any concerns.
7. Conducting an annual customer satisfaction survey, analysing feedback, and implementing improvement strategies based on the results.
8. Handle complex customer service issues and oversee resolution.
9. Monitor and analyse performance metrics and implement improvement strategies.
10. Provide training and coaching to team me...