The Customer Service Manager is responsible for leading the Customer Service team, ensuring excellent customer experience, managing customer relationships, tracking business performance, and supporting revenue growth through effective customer engagement, complaint management, and business analytics.
Key Responsibilities
Customer Service Management
- Lead and manage the Customer Service team.
- Ensure timely and professional handling of customer inquiries, quotations, orders, and service requests.
- Maintain high levels of customer satisfaction and customer retention.
- Build strong relationships with key customers.
Revenue Tracking & Forecasting
- Monitor monthly revenue performance by customer, service line, and business unit.
- Prepare weekly and monthly revenue reports.
- Develop revenue forecasts and support business planning activities.
- Work closely with Sales, Finance, and Laboratory teams to support revenue growth.
Customer Complaint Management
- Manage customer complaints and coordinate investigations with relevant departments.
- Ensure timely closure of complaints and implementation of corrective actions.
- Monitor complaint trends and drive continuous improvement initiatives.
Team Management
- Recruit, train, coach, and develop Customer Service personnel.
- Set team objectives and monitor performance.
- Improve team productivity and effectiveness.
Process Improvement
- Identify and implement process improvements to enhance customer experience and operational efficiency.
- Support digitalization and system improvement projects.
- Develop reports and dashboards to support management decision-making.