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Key Responsibilities

1. Team Leadership:

• Manage and mentor a team of customer service representatives, providing guidance, training, and performance evaluations.
• Foster a positive work environment, promoting teamwork, motivation, and professional growth.
• Set clear performance objectives using company KPI’s, monitor progress, and provide constructive feedback to team members.
• Promote a customer-centric culture within the team, emphasizing the importance of delivering exceptional service.

2. Customer Service Management:

• Oversee the day-to-day operations of the customer service department, ensuring efficient handling of customer inquiries, requests, contract / project administration and complaints.
• Develop and implement customer service policies, procedures, and standards to optimize customer satisfaction.
• Monitor and analyse customer service metrics, such as response time, call / ticket resolution, and customer satisfaction ratings, to identify areas for improvement.
• Resolve escalated customer issues in a timely and satisfactory manner, maintaining a high level of professionalism and empathy.

3. Customer Relationship Management:

• Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues or special requests.
• Collaborate with other departments, such as sales and operations, to ensure seamless customer experiences throughout the installation process.
• Conduct regular customer satisfaction surveys and gather feedback to identify trends, implement improvements, and enhance overall customer satisfaction.

4. Process Improvement:

• Work with our Customer Success Manager to continually evaluate existing customer service processes and identify opportunities for improvement to Senior management.
• Propose and implement strategies to streamline workflows, increase efficiency, and enhance the overall customer experience.
• Develop and deliver training programs to enhance the skills and knowledge of customer service representatives.

5. Reporting and Documentation:

• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using company CRM.
• Prepare regular reports on customer service activities, performance metrics, and trends for management review.
• Provide insights and recommendations based on data analysis to drive improvements in customer service operations.