Customer Service Manager
hace 3 semanas
**Customer Service Manager**
**Job Summary**
This role manages activities of a team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. It maintains a positive, productive service environment which drives a customer-focused culture and, when needed, handles customer complaints and escalations and supports the most complex customer quotes
***Duties and responsibilities**
- Help establish and implement customer service standards in region while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues
- Analyses, prioritises and develops a response or improvement strategy to customer issues
- Develops and implements a regional relationship management plan for potential customer accounts to identify and build relationships with relevant decision makers and influencers, enabling effective two-way flow of information and resolution of issues
- Collects feedback from identified customers or customer segments to ensure their needs are
met, providing themes, summary analyses, and recommendations for changes
- Communicates the local action plan; explains how this relates to the wider Survitec mission and
vision and functional goals; motivates people to achieve local business goals
- Develops and proposes own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance
- Manages and reports on team performance; sets appropriate performance objectives for direct reports or project / account team members and holds them to account for achieving them. Takes appropriate corrective action where necessary to ensure the achievement of team and personal objectives
- Sets clear objectives for each customer call or meeting, tailoring standard materials to make presentations meaningful to decision makers and influencers. Asks relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation
- Maintains a deep knowledge and understanding of Survitec policies and procedures, of relevant regulatory codes and codes of conduct, and ensures own work adheres to required standards. Communicates these effectively to the team and addresses any non-compliance
- Ensures Customer Service team members maintain up-to-date customer relationship management data, identifying and resolving issues.
- Develops effective internal working relationships and provides high-quality professional services to support in delivering business strategy and plans
- Develops short
- to medium-term work schedules to meet planned commitments, ensuring appropriate use of additional resources as needed
- Use Survitec’s formal development framework to identify team members’ individual development needs. Plans and implements actions to build their capabilities. Provides training or coaching to others throughout the organization in own area of expertise to enable others to
improve performance and fulfil personal potential
- Delivers a regional activity plan and resource budget. Provides timely and accurate analysis and progress reporting
- Creates an environment where everyone in the team can live the Survitec Values
- Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work
- Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment
- Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gains or maintains external professional accreditation where relevant to improve performance and fulfil personal potential. Maintains an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
- Other duties assigned by your manager from time to time
**Skills**
***
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Plans and prioritises work to meet commitments aligned with Survitec goals
- Builds strong customer relationships and delivers customer-centric solutions
- Holds self and others to account for meeting commitments
- Manoeuvres comfortably through complex policy, process and people-related organisational dynamics
- Applies knowledge of the business and marketplace to advance Survitec’s goals
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Rebounds from setbacks and adversity when facing difficult situations.
- Relates openly and comfortably with diverse groups of people
- Builds an effective team with a strong identity, encourag
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