Customer Services Manager (Key Account Segment)

Wyser

Wyser is an international search & selection company present in 3-continents.

We are looking for a "Customer Services Manager (Key Account Segment)” to one of our industry leader clients; who is a provider of office supplies and stationery.

This role is a key position to be part of a dynamic Customer Services Team, who are responsible for understanding the needs of key customers and to work proactively in dealing with their queries, issues or complaints.

The main goals and objectives of a Customer Services Manager (Key Account Segment) include the following, 

• Ensure the timely response of  customer requests viaphone ande-mail in order to meet SLA’s e.g. service levels,order entries, special reportings,complaint handling, quality measures,
• Help to develop a customer centric culture in the team, leading by example with a strong focus on results,

• Monitor call and process quality including closed loop feedback to both agents and the business,
• A strong focus on agent development using coaching, online training and compliance checks on an ongoing basis,
• Support Sales Teams with dedicated Customer Services supportwith portfolio management set up,
• Work proactively to avoid customer dissatisfaction at all times, including ongoing root cause analysis,
• Actively engaged in process improvement opportunities and customer experience projects to continually improve customer satisfaction,
• Monitor communication channels such asKey AccountIVR, email etc., to ensure customer needs are being met,
• To support ongoing development of Online Support capabilities.

GENERAL QUALIFICATIONS

• Minimum 3 years proven experience from a similar role,
• B2B Customer facing role with portfolio management,
• Desired competencies include a strong focus on the Customer, Decision Making, Problem Solving, Prioritisation and ensuring a good work life balance for Team,
• Ability to set-up, facilitate and lead customer service improvement initiatives,
• Fluent in English.

Wyser işkur’un denetiminde olan 09.01.2018 tarih ve 786 No’lu lisans sahibi özel istihdam bürosudur.