Customer Service Manager at Green Marble Recruitment

ROLE OVERVIEW: 

• Lead the customer service and after-sales function by developing customer-focused strategies, driving operational excellence, and ensuring exceptional service delivery.
• Manage and develop a high-performing team while strengthening customer relationships, improving processes, and delivering measurable business results.
• Please note that only candidates who meet all the requirements will be contacted for the opportunity.
• We look forward to receiving your application!

Minimum requirements:

• Bachelor's Degree in Business or a related field.
• MBA will be advantageous.
• Senior management experience in Customer Service or After Sales.
• Experience within the industrial or logistics industry.
• Strong leadership and team development skills.
• Experience working with CRM systems and customer service platforms.
• Excellent communication and stakeholder management skills.
• Strong analytical, organisational, and decision-making abilities.

Personality Traits:

• Customer-focused and service-driven.
• Strategic thinker with strong business acumen.
• Excellent problem-solving abilities.
• Adaptable and resilient under pressure.
• Strong leadership and mentoring skills.
• Highly organised with exceptional attention to detail.
• Professional with excellent interpersonal skills.

Duties and responsibilities:

• Develop and implement customer service strategies that improve customer satisfaction and operational efficiency.
• Lead, mentor, and motivate the customer service team to achieve business objectives.
• Build and maintain strong relationships with key customers to enhance loyalty and retention.
• Monitor customer service performance and analyse trends to drive continuous improvement.
• Improve after-sales processes, including warranty management, spare parts supply, and service delivery.
• Collaborate with Sales, Marketing, and Technical teams to ensure outstanding customer support.
• Develop and implement training initiatives to strengthen product knowledge and customer service skills.
• Manage the customer service budget and ensure effective cost control.
• Prepare and present customer service performance reports and strategic insights to executive management.