Customer Service Manager

Job Description

To ensure the highest level of customer satisfaction by overseeing and optimizing customer serviceoperations, material installation, building and maintaining strong client relationships, resolving issuespromptly, implementing service quality standards, and continuously improving service processes andstandards.Client Satisfaction:Measure overall client satisfaction through surveys or feedback to ensure thatclients are content with the service provided. Client Feedback Analysis:Evaluate the effectiveness of gathering, analysing, and acting on clientfeedback to continuously improve service quality and client satisfaction. Response and Resolution Time:Monitor the time it takes to respond to client inquiries and the timeit takes to resolve their concerns or issues. Client Retention:Assess the percentage of retained clients, reflecting the ability to maintain strongclient relationships and ensure repeat business.Team Performance:Measure the performance of the customer service team, including meetingservice targets, response times, and client satisfaction. Service Quality:Assess the quality of service provided, including the number of complaints andescalations, to ensure high service standards. Conflict Resolution:Evaluate the effectiveness of handling and resolving client complaints and issuesin a satisfactory manner. Service Metrics:Monitor key service metrics, such as the number of client inquiries, response times,and issue resolution times. Team Development:Assess the improvement and skill development of the customer service teamthrough training and development programs.Technical Skills and Knowledge:Customer Relationship Management (CRM):Proficiency in using CRM software to track andmanage client interactions and information. Product Knowledge:Thorough understanding of uPVC doors and windows products to effectivelyaddress client inquiries and concerns. Communication Tools:Familiarity with communication tools, including email, phone systems, andlive chat, to maintain effective client communication. Data Analysis:Ability to analyze client data and feedback to identify trends and areas forimprovement in service quality. Quality Assurance:Knowledge of quality assurance and control processes to maintain product andservice quality standards. Regulatory Knowledge:Understanding of safety, quality, and industry regulations relevant to uPVCdoors and windows, ensuring compliance.Behavioral Skills:Communication:Excellent verbal and written communication skills to interact effectively withclients and internal teams. Problem-Solving:Strong problem-solving abilities to address client inquiries, concerns, andcomplaints effectively. Client-Centric Approach:A strong focus on providing exceptional client service, understandingclient needs, and fostering positive client relationships. Team Leadership:Leadership skills to guide and motivate the customer service team, ensuring theymeet performance targets. Conflict Resolution:Ability to handle and resolve client complaints and escalations in a professionaland satisfactory manner.Functional Skills and Knowledge:Client Feedback Analysis:Proficiency in gathering, analyzing, and acting on client feedback tocontinuously improve service quality and client satisfaction. Service Excellence:An unwavering commitment to delivering high-quality client service, addressingissues promptly and effectively. Team Development:The capability to identify and address skill gaps within the customer serviceteam, providing training and development opportunities to enhance performance. Client Relationship Management:Skills in building and maintaining strong client relationships,fostering long-term partnerships, and addressing inquiries or concerns.

Keyskills :
autocadcustomer satisfactioncustomer serviceengineer