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
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