Overview
Our client in Heston is Looking for a Logistic Customer Service Manager / In House Account Manager
Immediate interview
Customer service managers make sure that the needs of their customers are being satisfied. Your aim is to provide excellent customer service and to promote this idea throughout the organisation you work for.
You may work at various levels, from head office to the front-end of the business and in most cases will be:
- helping to develop and implement a customer service policy for an entire organisation
- finding ways to measure customer satisfaction and improve services
- managing a team of customer service staff
- handling face-to-face enquiries from customers.
- providing help and advice to customers using your organisation’s products or services
- communicating courteously with customers by telephone, email, letter and face-to-face
- investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants
- handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
- issuing refunds or compensation to customers
- keeping accurate records of discussions or correspondence with customers
- analysing statistics or other data to determine the level of customer service your organisation is providing
- producing written information for customers, often involving use of computer packages and software
- writing reports analysing the customer service that your organisation provides
- developing feedback or complaints procedures for customers to use
- improving customer service procedures, policies and standards for your organisation or department
- meeting with other managers to discuss possible improvements to customer service
- involvement in staff recruitment and appraisals
- training staff to deliver a high standard of customer service
- leading or supervising a team of customer service staff
- learning about your organisation’s products or services and keeping up to date with changes
- keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Skills
You will need to show:
- communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
- listening skills, to understand exactly what customers require
- problem-solving skills
- confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
- motivational skills and an ability to supervise and lead a team of customer service assistants
- creative thinking, to be able to come up with new ideas to improve customer service standards
- an ability to work well under pressure
- organisational and planning skills to develop customer service policies
- good personal presentation, especially when working with customers face-to-face
- a commitment to improve your own customer service skills on an ongoing basis.