Head, Customer Service at Talents and Skills Africa

Job Description

• Lead and manage the customer service team.
• Provide guidance, training, and support for high-performance and Professional Development.
• Develop and maintain strong relationships with key customers.
• Understand customer needs and ensure their requirements are met with high service standards.
• Oversee day-to-day customer service operations, including order processing and handling inquiries with the coordination of the sales team.
• Resolve complaints promptly and effectively.
• Implement and monitor quality assurance processes.
• Ensure consistent service excellence and adherence to industry standards.
• Industry-specific lead generation for sales staff.
• Develop and track key performance indicators (KPIs).
• Evaluate the efficiency and effectiveness of the customer service team.
• Identify opportunities for process improvements.
• Implement strategies to enhance service delivery, operational efficiency, and customer satisfaction.
• Collaborate with sales, production, and logistics departments.
• Ensure seamless service delivery and address cross-functional issues
• Gather and analyze customer feedback.
• Identify trends, address concerns, and improve overall customer experience.
• Prepare regular reports on customer service performance, issues, and improvements for senior management.

Requirements
Preferable Candidates:

• Bachelor's Degree in Business Administration / Marketing, or related field.
• Master's Degree is a plus.
• Minimum of 7 - 10 years of experience in customer service management.
• Experience in the manufacturing industry, especially in the tape manufacturing sector, is highly desirable.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proven track record of developing and implementing customer service strategies.
• Proficiency in customer relationship management (CRM) software and relevant tools.
• Strong problem-solving skills and professionalism in handling difficult situations.
• Analytical skills to interpret data and make informed decisions.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong leadership and team management skills.