Senior Customer Relationship Associate (Deputising for Manager)
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Senior Customer Relationship Associate (Deputising for Manager)
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Senior Customer Relationship Associate (Deputising for Manager)
Key Responsibilities
* Team Performance: To assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.
* Customer Support: Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues, and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer issues.
* Operational Oversight: Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management, and ensuring efficient use of resources.
* Performance Monitoring: To work alongside the manager to monitor workload, team performance and compliance with KPI’s (Key Performance Indicators), offering guidance to ensure high standards of service.
* Training & Development: Assist with onboarding and training new team members and provide feedback to the existing team to improve service quality and efficiency.
* Managerial Duties: Take on managerial responsibilities in the absence of the Manager, including motivating the team, setting team goals, and making staffing decisions.
* Reporting: Generate and review reports. Highlight issues, and opportunities for improvement.
* Process Improvement: Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
* Team Motivation & Support: Working alongside the manager to provide motivation to the team, promoting a positive, customer-focused environment.
* Collaboration: Work with other departments, such as sales, production and logistics, to address customer needs and ensure smooth cross-departmental operations.
Key Skills & Qualifications
* Proven experience in a senior customer facing team role, with experience in management cover conditions.
* Strong communication, leadership, and problem-solving skills.
* Ability to manage and motivate a team in a fast-paced environment.
* Excellent customer handling skills, with the ability to resolve complex issues efficiently and professionally.
* Knowledge of customer service processes (including KPIs, and performance metrics.
* Familiarity with CRM systems, Microsoft packages and ERP preferred.
* Ability to step into managerial duties and handle team and operational responsibilities.
* Strong organizational and time-management skills.
Preferred Qualifications
* Experience in managing a customer service team, especially in a senior role.
* Knowledge of team management tools and best practices in customer relations.
* Ability to adapt to changing priorities and business needs.
Working Conditions
* Full-time hybrid role – approximately 2 days working in the office and 3 days working from home. Days may be changeable, so flexibility is required.
* The role requires flexibility to manage both customer relationship tasks and deputising for the manager as needed.
* A fast-paced and dynamic work environment.
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Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Appliances, Electrical, and Electronics Manufacturing
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