Customer Service Manager

Customer Service Manager

My client is currently looking for an energetic and attentive person to join their Customer Success team. Based in North London, with a hybrid working model.

If you are looking to travel for work, this could be the opportunity for you!

Scope

As a customer service manager you will be responsible for all customers within your allocated sector. You will manage the taking, processing and fulfilling of orders and resolving any queries or issues that may occur.

The customer service manager will become familiar with all assets of the Business Management System, from detailed knowledge of the operation to the benefits said system provides, this is required to enable them to promote and develop the service to existing and potential customers.

Day-to-day;

• Be the main point of contact for your customer
• Develop and attend to existing customer relations through active contact via telephone and meetings
• Assist the finance team to resolve any account/debt issues
• Keep clear records of quotations, customer maintenance, vessel records and complaints
• Resolve complaints effectively
• Inputting orders into the in-house system
• Learn to maneuver through all in-house systems and services
• Provide cover for colleagues during absence
• Any other task deemed necessary by line management

Performance Indicators;

• Customer retention/satisfaction
• Value of “on demand” orders, which have exceeded their delivery date
• Outstanding debt beyond agreed payment terms
• Business growth with existing customers
• Sales turnover
• Meeting objectives set against revenue initiatives

What we are looking for;

• A great oral and written communicator in English and the language appropriate to your sector/portfolio
• At least 3 years’ experience in customer service, ideally within the professional services industry
• A minimum of 5 GCSE’s grades A-C (or equivalent) including English and Mathematics
• The ability to own and resolve problems, and to effectively set/manage expectations in challenging circumstances
• Flexibility to travel, which may be required occasionally at short notice
• Maritime experience would be looked upon favorably

Navis is acting as an Employment Agency in relation to this vacancy.

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