Champion the customer service department
Assessing and managing the customer service team to continually improve processes and outcomes.
To manage all customer service processes, remembering that we are becoming more proactive and engaging
customers earlier in the buying cycle. Regularly meeting clients in person. Working together with the
other teams to ensure the best results.
Lead, motivate and manage performance of staff to ensure they are fully motivated and perform optimally
to meet the company’s needs. Ensure that poor performance is not tolerated and remedied via support,
training or disciplinary action as appropriate. Manage the out-of-hours process and ensure adequate cover
is in place at all times. Recruiting the right calibre of staff in accordance with company policy and procedures.
As well as taking care of continual upskilling of the customer services team through evaluation, development and training
As problem areas for customer service are identified you must engage the MD and/or HQ to agree priorities
and have your team address these areas quickly and effectively. Act promptly on escalated customer
issues and where necessary visit the customer personally to agree a plan of action.
Manage your budget effectively and be able to promote requirements for additional funding where they
can increase the customer recommendation ratings and increase overall business performance.
Report your expenditure as required.
Planning Measuring and reporting
Agree priorities and standards and then manage the CS team to deliver them. Work with the MD to
drive continual improvement in people, technology, processes, service and product design and build.
Establish and test new strategies to improve the customer service experience.
Produce a monthly board report as well as other reports where needed.
Attend weekly sales and build meetings and monthly board meetings.
Interested in this great opportunity:
Please send your latest resume (English please) to Jan Piet van der Plank (email@example.com)
who is resposible for this assignment