Customer Service Manager
Core
Lead and manage the Customer Service function, ensuring exceptional service delivery across all customer touchpoints.
Role type
Senior Customer Service Manager
Builds
Customer service operations, team performance, and customer experience
Domain
Customer Service / Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, Team leadership, KPI management, Escalation handling, Process improvement, Data analysis, Stakeholder management, SLA monitoring, Root cause analysis, Contract management
Preferred skills
Automation and digitalisation expertise, Commercial awareness, Conflict resolution
Technologies
Management information systems, Dashboards
Responsibilities
Develop and implement customer service strategies, Manage day-to-day operations of the Customer Service Department, Lead, coach, develop and performance-manage the Customer Service team, Establish and monitor departmental KPIs, targets and performance standards, Drive a customer-centric culture and continuously improve the customer experience, Manage escalated customer complaints, disputes and service issues, Monitor and manage Service Level Agreements (SLAs) and address service delivery gaps, Conduct root cause analysis and implement corrective actions for recurring customer issues, Identify and implement process improvement, automation and digitalisation opportunities, Analyse customer service data and prepare management reports, Oversee customer pricing queries, account adjustments and distributor repurchases, Monitor customer agreements, pricing changes and contract renewal requirements, Build and maintain strong relationships with customers and internal stakeholders, Work closely with Sales, Finance, Operations, Supply Chain and Logistics, Identify customer service risks and ensure compliance with company policies and relevant legislation, Drive initiatives aimed at improving customer satisfaction, retention and operational efficiency
