Customer Service Manager Full Time

Job purpose 

Enhance customer satisfaction and retention through effective relationship management, resolving of customer issues, acting  as an interface between the customer (both internal and external) and the company

Responsibilities 

• Drive revenue and customer retention through customer relationship management 
• Manages customer communication via various channels, ensuring customer queries  are responded to and company information timely disseminated
• Receive, analyze, and work with internal departments to resolve customer complaints, concerns, and issues, ensuring adequate customer satisfaction and retention for the business
• Actively track customer metrics and information, monitoring performance and driving adoption of business strategies by the customers
• Actively drive market analysis initiatives to identify key trends on customer behavior and preferences for on ward company response to improve and drive retention and new customer acquisition
• Conduct field visits to current customers to deliver the highest quality of support and address customer questions and concerns to ensure a high level of customer satisfaction
• Provide customers with support/advise on  company products usage.
• Provide customers with new information about company services and products including modifications and improvements.
• Provide sales support through sales leads generation by upselling and cross-selling; identify and assess customers’ needs and share this feedback with the sales team for action
• Utilize feedback from customers to facilitate improved quality of service offered by the company
• Actively build, manage, and maintain strong positive customer relationships 
• Prepare daily customer engagement reports against the set of key deliverables
• Support Company’s efforts to create and roll out customer satisfaction surveys to identify what’s working, the gaps and the areas of improvement to drive high levels of customer engagement and retention 

Key Requirements 

• 6+ work experience in similar or related roles
• Prior work experience from manufacturing industries is an added advantage
• Excellent customer service and relationship management skills
• Excellent communication and interpersonal skills
• Strong business acumen
• Results oriented, adept to problem solving, and decisive