The Customer Service Manager will lead a team of customer service representatives, develop strategies to improve service quality, and implement best practices in customer engagement. This position requires a blend of leadership skills, industry knowledge, and a passion for delivering outstanding customer experiences.
Duties and Responsibilities
Lead and manage the customer service department to ensure high levels of performance.
Develop and implement customer service policies and procedures that align with company objectives.
Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
Train, mentor, and support customer service staff to enhance their skills and capabilities.
Handle escalated customer inquiries or complaints effectively and professionally.
Collaborate with other departments such as sales, operations, and project management to ensure seamless communication regarding client needs.
Conduct regular reviews of customer feedback to identify trends and opportunities for improvement.
Prepare reports on customer service metrics for senior management review.
Stay updated on industry trends to ensure the company remains competitive in its approach to customer service.
Skills, Knowledge and Experience Required
Bachelor’s degree in Business Administration or related field; Master’s degree preferred.
Minimum of 5 years of experience in a customer service role within the construction or engineering sector.
Proven experience in managing teams with a focus on performance improvement.
Strong understanding of customer relationship management (CRM) software.
Excellent communication skills, both verbal and written.
Ability to analyze data effectively to make informed decisions.
Strong problem-solving skills with a proactive approach to addressing challenges.
Demonstrated ability to work collaboratively across various departments.
In Return
Doveworth Limited offers a competitive salary package along with comprehensive benefits including health insurance, retirement plans, paid time off, professional development opportunities, and more. We value our employees’ contributions and are committed to fostering an inclusive workplace culture where everyone can thrive.