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10 months ago
Michael Page Sales
Salary: £35000 - £40000 per annum
Location: London
Job type: Permanent
Contact: Andy Jones
Category: Customer Service Jobs

Manage and develop a dedicated team responsible for providing customers with ongoing customer service and technical support. Set and maintain metrics for team members. Assist Customer Service Representatives to be successful in attaining these goals and maintaining good customer relations on an ongoing basis by actively providing ongoing coaching and mentoring.

Client Details

Our client is a leading supplier to the construction industry.

Description

Responsibilities:

  • CoordinateCSRe training and coaching of new CSR's (Customer Service Representatives) in effective customerCSR'sice

  • Monitor CSR calls and chats for quality, accuracy and professionalism and to reduce queries going forward.

  • Product and monitor weekly and monthly metrics on the service provided by the customer service team

  • Ensure CSR's are receiving the proper support, training and materials to keep up to date with new products/procedures and new releases of existing products.

  • Research department problems and issues. Develop and implement solutions to these and track the results for improvements. Adapt approach if necessary.

  • Respond to escalated support incidents where the customer has been frustrated by customer service issues. These calls/chats may come from within the department or from outside departments.

  • Monitor customer feedback from the customer questionnaires

  • Maintain good communication with all company departments and keep all employees updated on all products, policies and procedures where necessary.

  • Create and maintain departmental documents as necessary.

  • Assist with normal department call/chat coverage when needed.

Profile

  • Excellent communication skills, both written and verbal
  • An experienced manager with at least 3 years' experience of managing a customer service team
  • Experience of using metrics
  • Be able to mentor and coach team members
  • Be highly organised with a structured, professional way of working
  • Experience of motivating and leading a Customer Services team
  • Experience in the construction sector is not essential but would be an advantage.

Job Offer

Basic Salary circa £35,000

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