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Customer Service Manager (UK MNC, 5 days work week)

Salary undisclosed

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Essentra Components is a leading global manufacturer and distributor of a comprehensive range of components. We are currently hiring a Customer Service Manager to drive initiatives enhancing the overall customer experience across all touchpoints. This role ensures a seamless and positive customer journey by developing and implementing a customer centric strategy by leading a high-performing team with cross functional collaborations.

Job Description

  • Oversee daily operations of the team to ensure exceptional service delivery
  • Support the team to ensure a customer centric approach for our customers through effective issue resolution in a timely and empathetic manner
  • Execute a range of recurring tasks related to daily operation such as quotation, order requests and shipment transactions etc with external and internal stakeholders
  • Track key performance indicators and analyze customer satisfaction metrics, such as Net Promoter Score (NPS), and contribute and implement solutions to improve customer experience.
  • Identify and develop improvements to current business processes and practices through data analytics, feedback etc to address performance gaps
  • Collaborate with cross-functional teams to improve end-to-end customer service processes and handoffs

Job Requirement

  • Diploma / Degree in any discipline with minimum 5 years of relevant experience in customer service
  • Possessed strong leadership experience and team management skills
  • Excellent problem solving and decision-making skills
  • Highly motivated with exceptional communication and interpersonal skills
  • Good command of spoken and written English
  • Experience in OEM, Export and Import market
  • Proficient in Microsoft Office – Outlook, Excel, D365 CE, and BPR system