Job Description

Leadership & Team Development

• Provide day-to-day leadership, guidance and support to the customer service team, setting clear expectations and leading by example.
• Manage team capacity and workflow distribution to ensure customer requests, quotations and orders are handled efficiently.
• Foster a culture of accountability, collaboration and exceptional customer care.
• Conduct coaching sessions, performance reviews and ongoing development initiatives for team members.
• Track and report on team performance, ensuring service targets and operational objectives are achieved.
• Identify areas for skills development and implement training programs that enhance team capability.
• Oversee recruitment activities, induction programs and employee performance management processes.

Customer Experience & Operational Support

• Ensure customers receive timely, accurate and professional assistance across phone and email channels.
• Develop strong relationships with clients, becoming a trusted point of contact for key accounts when required.
• Manage escalated customer concerns and complaints, delivering effective resolutions that protect customer relationships.
• Supervise the accurate processing of orders and ensure complex transactions are completed correctly within business systems.
• Work closely with internal sales teams to support revenue-generating activities, prepare quotes and improve the overall customer journey.
• Contribute ideas and initiatives that streamline processes and enhance service delivery standards.
•