Customer Services Manager Emea and Africa - Dartford, United Kingdom - PREMIER RECRUITMENT (S.E.) LIMITED

PREMIER RECRUITMENT (S.E.) LIMITED

Verified Company

Dartford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Premier Recruitment Group is working in partnership with a well established and international organisation in Dartford to recruit a
Customer Services Manager (EMEA and AFRICA)to join their team.

This is an exciting position to cover UK Manufacturing entity.
This is a full-time and permanent role.

MAIN RESPONSIBILITIES

Ensure company's customers are delighted about its service.
Nurture the culture of Customer centricity in the department employees as well as in other areas.
Optimise the customer journey to ensure every customer gets an answer at the first point of contact and in a timely manner.
Define and communicate customer service standards as well as achieving the agreed customer service levels and standards.
Lead, develop and support the Customer Services team to deliver first class level customer services.
Routinely review the necessary resources, tools and capabilities necessary to deliver a highquality customer support and escalate staff training needs.
Direct the daily operations of the customer services team.
Lead regional data quality efforts, monitor data accuracy and data base information.
Evaluate and address the performance of everyone in the team. This role oversees recruitment, promotion and termination of the employees in its department.
Provoke innovation in its team and voice ideas to improve customer satisfaction and service levels.

CUSTOMER SERVICE MANAGER MAIN DUTIES:

Plan, prioritise and delegate work and tasks to ensure proper functioning of the department.
Provide customer satisfaction reports and insights as well as periodically reviewing such metrics including customer feedback and complaints, with a Keep Getting Better mind set.
Regularly track and review department activity levels and plan capacity ahead of demand, leading the plan for resourcing and headcount.
Oversee successful implementation of customer services projects and initiatives regionally and/or globally, as required.
Work with other functional teams including the Continuous improvement team to create and support initiatives for increased efficiency, process simplification and overall better customer service levels.
Routine contact with customers/potential customers and agents and distributors by different channels to track customer satisfaction levels and opportunities for improvement.
Coach the individuals in the Customer Services team.

MEASURES OF PERFORMANCE

Customer satisfaction
Customer Services metrics
Productivity, morale and motivation of the Customer Services team
Success rate in projects implementation and change management initiatives
Teamwork with adjacent departments (supply chain, shipping, production, quality, etc)