Customer Service Manager

Job Description

Are you passionate about people as well as performance?  Are you seeking a fresh opportunity to showcase your skills?

Our client, renowned for their commitment to innovation, excellence and providing exceptional customer service and support are actively seeking an experienced, dynamic and driven individual to spearhead their customer care department.  This is a newly created position and are seeking someone who is fervent and devoted to establishing and propelling a team toward.

In this role, your primary focus will be to lead the team in delivering exceptional customer service, who understand the sales process and can prioritising leads and quotations. Leveraging your extensive leadership and coaching experience, you will ensure the team excels in identifying potential sales prospects and seamlessly directing them to the appropriate sales teams within the organisation.

Responsibilities:

• Lead, manage, and mentor a team, providing guidance, support, and coaching to ensure high performance and productivity
• Train and coach team members on effective probing techniques to identify potential sales opportunities
• Raise and issue quotations within KPI timeframes
• Evaluate existing processes and procedures to identify and implement enhancements to better integrate sales opportunities into the customer care process
• Conduct qualitative and quantitative analysis of customer care interactions to measure the effectiveness of probing techniques and identify opportunities for improvement. Provide feedback and coaching to team members to enhance their sales mindset and skills
• Analyse trends and patterns in customer interactions to identify areas for improvement and develop strategies for maximising sales potential

Requirements for this role:

• Demonstrated expertise in a customer care or sales support capacity
• Robust understanding of customer service principles and sales techniques
• Exceptional leadership and interpersonal abilities, demonstrating effective team motivation and management
• Proficient communication and negotiation skills
• Proficiency in using CRM systems and the MS Office Suite

Want to lead and manage an elite team and to join an award-winning company that continue to prosper and develop? Don’t waste time in starting your new 2024 career and give us a call!