Techncial Service manager
Datum Recruitment Services
Nigeria
5d ago

Category : Service / Maintenance Jobs in Africa Job Description : Key Result Areas :

  • Supervising and monitoring the performance level of the overall after-sales activities for ensuring superior customer service and accomplishment of service targets
  • Assisting the facilitation & implementation of after-sales related activities ensuring that all activities are coherent in direction
  • Attending the customer / dealer meetings and arranging training programs for them; conducting meeting and organizing service & customer awareness training sessions
  • Establishing quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes
  • Providing support in managing escalation from clients to resolve their concerns and addressing queries from other departments for a smooth ride for customer’s diverse issues
  • Managing team functions like manpower planning, performance improvements and training
  • Devising and publishing metrics to measure the organization's success in delivering world-class customer service
  • Providing accurate, specific & timely performance feedback for CSRs
  • Resolving associate, tool and service delivery issues revealed by statistical reports Key Skills : Key Result Areas :
  • Supervising and monitoring the performance level of the overall after-sales activities for ensuring superior customer service and accomplishment of service targets
  • Assisting the facilitation & implementation of after-sales related activities ensuring that all activities are coherent in direction
  • Attending the customer / dealer meetings and arranging training programs for them; conducting meeting and organizing service & customer awareness training sessions
  • Establishing quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes
  • Providing support in managing escalation from clients to resolve their concerns and addressing queries from other departments for a smooth ride for customer’s diverse issues
  • Managing team functions like manpower planning, performance improvements and training
  • Devising and publishing metrics to measure the organization's success in delivering world-class customer service
  • Providing accurate, specific & timely performance feedback for CSRs
  • Resolving associate, tool and service delivery issues revealed by statistical reports Location : Nigeria Required Experience : 5-15 yrs Positions : 1
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