Customer Services Manager

Function

Key Responsibilities

• Manage a team of technical support engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
• Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.
• Prepare related reports for management to monitor service delivery related metrics.
• Implement methodologies to improve first call resolution.
• Ensure processes are adequately executed.
• Guide team members towards a customer-centric approach.
• Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
• Analyze technical support desk activity and make recommendations for increased organizational efficiency and effectiveness.
• Handle escalation of service issues from customers, service partners or internal contacts.
• Organize assistance from other parts of the organization.
• Ensure customer communication and define all required actions to regain customer confidence and satisfaction.
• Interface with Field Service Team, R&D, and product management, as well as Sales & Marketing, in order to ensure timely resolving of customer problems.
• Implement staffing and scheduling models to ensure guaranteed coverage to the business.
• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.
• Provide regular performance coaching of staff to ensure highest levels of performance for the team.
• Participate in svc related improvement projects or becomes specialist in a certain domain
  

Education

• Bachelors, Masters degree, or equivalent experience
  

Experience

• Min 5 years experience in service environment
• Minimum 2 years experience as a people manager required
  

Competencies

• Good technical basis and product knowledge
• Independent with excellent communication skills dealing with customers and other (internal) stakeholders
• Aptitude for critical thinking and improvement suggestions