Customer Service Manager

3 weeks ago

Jeddah, Makkah Province, Saudi Arabia Aggreko plc Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Aggreko plc. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and driving business growth.

Key Responsibilities:

  • Direct daily operations of the customer center to ensure seamless customer experiences and meet defined customer experience standards.
  • Ensure the necessary resources, processes, and systems are utilized effectively to deliver operational efficiency and a seamless customer experience.
  • Handle complex and escalated customer complaints/issues, review and track customer complaint resolution, and provide analysis and trends to improve customer experience.
  • Apply best practice and develop continuously improve plans based upon employee and customer insight.
  • Responsible for the recruitment, induction, ongoing development, and coaching of staff across the customer centre.
  • Liaise with sales and operations to ensure a high level of customer service and seamless customer experience.
  • Management of all contract, invoicing-related activities ensuring process compliance.
  • Drives improvements to deliver world-class customer service and best-in-class process efficiency.
  • Management of department budget.
  • Ensures alignment across the function.
  • Ensures quality of decisions and actions.
  • Drives policy definition and adherence.
  • Directs leaders in personnel and activity management.
  • Serves as functional information conduit to Head through reporting and liaison.
  • Manages peer relationships across functions in the provision of a seamless, cohesive, and consistent customer experience.
  • Drives culture consistency.
  • Ensures optimal team performance and capability.

Requirements:

  • Minimum of 7 years of Customer Service experience, with at least 5 years of previous supervisory experience.
  • PC literacy in a Microsoft environment and ERP system.
  • Demonstrated leadership success in a complex, nation-wide organization.
  • Customer-focused with a strong sense of urgency for creative solutions.
  • Demonstrated managerial courage in a fast-paced, evolving environment.
  • Excellent inter-personal skills with the ability to communicate across all levels of the organization, including strong written, oral, facilitation, and presentation skills.
  • Collaborative style with decisive, results-oriented approach.
  • Ability to self-direct and self-manage.
  • Willingness to learn all aspects of the business.
  • Ability to coach, train, mentor, and develop staff and direct reports.
  • Strong financial reporting abilities, including analysis, forecasting, budgeting, collections, contracts, and invoicing.
  • Previous experience with Change Management, including ability to lead and navigate change within the organization.

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