Customer Service Manager, Alstons Marketing Company

The Customer Service Manager is responsible for overseeing the customer service operations, ensuring high levels of customer satisfaction, and managing the customer service team.

Job Summary:

• The Customer Service Manager is responsible for overseeing the customer service operations, ensuring high levels of customer satisfaction, and managing the customer service team. This role requires a combination of leadership, communication, and problem-solving skills to handle various customer-related issues efficiently and effectively.

Job Description:

• Team Management:
  • Lead, train, and motivate the customer service team to provide excellent service.
  • Conduct regular performance reviews and provide constructive feedback.
  • In conjunction with the HR dept, develop and implement training programs to enhance team skills.
• Customer Service Operations:
  • Oversee daily operations of the customer service department.
  • Ensure all customer inquiries, complaints, and issues are resolved promptly.
  • Develop and implement customer service policies and procedures.
• Customer Relationship Management:
  • Maintain and improve customer relationships through effective communication and problem resolution.
  • Monitor customer satisfaction levels and identify areas for improvement.
  • Develop strategies to enhance customer experience and loyalty.
• Process Improvement:
  • Analyse customer service data and metrics to identify trends and areas for improvement. Work with Process improvement Coordinator to review options for enhances efficiency and service quality.
  • Collaborate with other departments to streamline operations and enhance overall customer experience.
• Reporting and Analysis**
  • Prepare and present regular reports on customer service metrics, trends, and performance.
  • Utilize customer feedback to make informed decisions and drive service improvements.
  • Monitor industry trends and adapt strategies accordingly.
• Compliance and Standards:
  • Ensure compliance with company policies, industry standards, and regulatory requirements.
  • Maintain high standards of quality and professionalism within the customer service team.
  • Address any compliance issues promptly and effectively.

Education and Experience Requirements:

• Bachelor’s Degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving abilities.
• Knowledge of FMCG industry trends and customer service best practices is an asset.