Job Title: Customer Service Manager
Industry: Automotive (Battery Manufacturing)

Job Summary:
The Customer Service Manager will lead the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves managing customer interactions, resolving issues, optimizing processes, and working closely with sales, logistics, and technical support teams to enhance the customer experience and foster long-term relationships.

Responsibilities:

1. Oversee daily operations of the customer service team, ensuring all interactions align with company standards and objectives.
2. Develop and implement customer service policies, procedures, and service standards to improve customer satisfaction and operational efficiency.
3. Manage and resolve escalated customer inquiries and complaints professionally and in a timely manner, aiming for first-contact resolution.
4. Work closely with the sales and distribution teams to facilitate smooth order processing, delivery, and post-sale support.
5. Monitor and analyze key customer service metrics (e.g., response time, customer satisfaction scores) to identify trends and improvement areas.
6. Lead and conduct regular training sessions for customer service representatives on product knowledge, customer handling, and problem-solving techniques.
7. Collaborate with the technical support team to provide customers with accurate troubleshooting and technical assistance related to battery products.
8. Develop and maintain strong relationships with key customers, acting as a point of contact for major accounts to address any service needs or concerns.
9. Implement customer feedback systems to capture insights on product and service quality and report findings to relevant departments.
10. Prepare regular reports on customer service activities, satisfaction trends, and improvement initiatives for senior management review.

Qualifications:

• Bachelor’s degree in Business Administration, Customer Service, or related field.
• 5+ years of experience in a customer service role, preferably in the automotive or manufacturing industry, with 2+ years in a managerial position.
• Excellent communication, problem-solving, and leadership skills.
• Strong knowledge of CRM systems and customer service best practices.
• Ability to work collaboratively across departments and lead a team effectively.

Apply now via recruit@covetedhrservices.co.ke by 30th November 2024