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Job

Customer Service Manager

  • providing help and advice to customers using your organisation's products or services
  • Order Input and vetting. Commercial and contractual terms.
  • Advise customers on delivery issues
  • Monitor call handling and efficiency of call handling.
  • Monitor and record service Dept. response and customer satisfaction.
  • Call customers after shipment of goods/services to ensure they are satisfied.
  • communicating courteously with customers by telephone, email, letter and face-to-face
  • producing written information for customers, often involving use of computer packages and software
  • writing reports analysing the customer service that your organisation provides
  • improving customer service procedures, policies and standards for your organisation or department.

Role Requirements

Degree or HND in the following subjects:

  • business studies
  • consumer studies
  • management studies
  • marketing.

You will need to show:

  • communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
  • listening skills, to understand exactly what customers require
  • problem-solving skills
  • confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • motivational skills and an ability to supervise and lead a team of customer service assistants
  • creative thinking, to be able to come up with new ideas to improve customer service standards
  • an ability to work well under pressure
  • organisational and planning skills to develop customer service policies
  • good personal presentation, especially when working with customers face-to-face
  • a commitment to improve your own customer service skills on an ongoing basis.