Customer Service National Manager

Customer Service National Manageris responsible for overseeing and managing customer service operations within a specific country or region. By fulfilling below responsibilities, a Customer Service National Manager can significantly contribute to the overall success of the company by fostering positive customer relationships and enhancing customer service delivery.

Responsibilities:

• Leading and mentoring the customer service team to ensure high performance and job satisfaction.
• Developing and implementing strategies for effective team management and resource allocation.
• Identifying trends in customer service and adapting practices accordingly.
• Ensuring the daily operations of the customer service department run smoothly and efficiently.
• Enhancing the customer experience by implementing best practices and ensuring a customer-centric approach across all touchpoints.
• Managing customer feedback and addressing concerns to foster long-term loyalty.
• Coordinating with other departments (such as Sales, Marketing, and Pricing Procurement) to ensure seamless customer service support and communication.
• Acting as the main point of contact between the company and customers.
• Understanding and accommodating local cultural differences to ensure service delivery is appropriate and effective in the local context.
• Monitoring local market trends and adjusting strategies as necessary.
• Ensuring that the customer service department adheres to company policies, procedures, and regulatory requirements.
• Implementing quality control measures to maintain service standards.

Requirements: 

• Bachelor’s Degree/ Master’s Degree (optional): An MBA or equivalent advanced degree can be beneficial, A degree in Business Administration, Logistics, Management, Marketing, or a related field
• Have the ability to proactively tackle and creatively solve problems using experience and social skills.
• Proven experience in managing teams, preferably in customer service or operations management.
• Strong verbal and written communication skills to interact effectively with customers, executives, and team members.
• Ability to analyze data and customer feedback to drive improvements in service delivery.
• A deep understanding of customer needs and a commitment to enhancing customer satisfaction.
• Skills to manage multiple projects or initiatives simultaneously, ensuring timely completion.
• Understanding and sensitivity to cultural differences that may affect customer service delivery.
• Familiarity with customer relationship management (CRM) software and customer service tools.
• Strong decision-making skills, particularly in high-pressure situations.
• Proficiency in the local language(s) and potentially in other languages relevant to the customer base can be beneficial.
• Willingness to travel within the country or region as necessary for business operations.
• Familiarity with local laws, regulations, and compliance requirements related to customer service