Assistant Manager Customer Service

KEY RESPONSIBILITIES

1. Lead and guide a team to achieve set targets and goals whist surpassing customer expectations in order to achieve departmental objectives
2. Managing Key Accounts and solving day today problems.
3. Evaluate the performance of those in the CSD to ensure that Departmental objectives are achieved
4. Liaise with both internal and external customers to maintain and improve relationships in order to further develop business
5. Monitor all customer orders with team members and take whatever action necessary to ensure customer satisfaction
6. Handle customer complaints and build customer confidence in the company
7. Motivate team within Department to achieve objectives
8. Responsible for maintaining an up to date Customer Data base
9. Ensure all orders are processed accurately and sent to production within departmental KPI frame
10. Regular customer visits
11. Identify potential new businesses
12. Drive the team to render quality service through identifying market demand and applying best practices

OTHER RESPONSIBILITIES

1. Involve in recruiting staff for the team
2. Liaise with sister companies to obtain information required for day to day operations, decision making and planning
3. Find new ways and methods of improving the standards and quality of delivery of service to customers especially by analyzing and careful monitoring of service standards to customers by means of regular questionnaires
4. Find out competitor service delivery standards and activities and set up strategies within company to exceed them
5. Ensure that company values and objectives are followed/achieved within the Department
6. Identify current and future training needs of those in the Department and liaise with the HR Development to address those needs
7. Implement career development plans for staff of the Department in conjunction with the HR & Administration Department
8. Obtain information from customers to facilitate business development
9. Ensure ISO quality, Environment, health and safety standards are adhered to and all activities in the department are carried out in complaint with the Standard Operations Procedure.
10. Continuously improve and develop your knowledge and skills in the job through training and development initiatives provided to you by the company.   
11. Give feedback regarding your training to the in the  follow up on actions taken after training   
12. Responsible that company policies , procedures and regulations are followed at all times and to  protect confidentiality of company and work related information at all times

Qualifications

KNOWLEDGE SKILLS & EXPERIENCE

1. Bachelor’s Degree in business or equivalent experience
2. Minimum of four years’ related experience  with two years in at least an executive role
3. In depth knowledge of customer relations
4. Thorough knowledge of business functions, service marketing or industrial  marketing strategies
5. Ability to promote a team environment, negotiation skills, presentation skills and analytical skills
6. Strong oral and written skills