Duties: - Lead and manage a team of customer service representatives. - Set performance goals, provide coaching, and conduct performance evaluations. - Foster a culture of excellence and customer-centricity within the team. - Oversee the resolution of customer inquiries, complaints, and escalations in a timely and effective manner. Ensure that customers receive accurate and helpful information and assistance. - Develop and implement customer service strategies and initiatives to enhance overall customer satisfaction. - Implement best practices to improve efficiency and effectiveness. Provide training and development opportunities for customer service staff. - Ensure that the team is well-versed in relevant policies and procedures. - Monitor and report on key performance metrics related to customer service, such as response times, customer satisfaction scores, and resolution rates. - Take corrective actions as necessary to meet or exceed performance targets. - Ensure compliance with all relevant regulations and standards. - Conduct quality assurance assessments to maintain service quality. Requirements: - Should possess a combination of leadership. - Communication, problem-solving, and customer-centric skills to effectively manage. - Proven experience in customer service management. - Strong leadership and team management skills. - Knowledge of relevant software and technology used in customer service operations. - Commitment to delivering exceptional customer service.
Our team is the best in the industry – is it time for you to join us? The Role: GAP Lifting Hire & Sales offers one of the largest ranges of lifting equipment and accessories in the industry. From small shackles and slings to material lifts and aluminium gantries, the division has everything ou...
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