Customer Service Manager at Giant Beverages

Summary

• Your job will be to manage our relationships with our distributors, retailers and consumers.
• Your ultimate goal is to ensure our that the needs of their customers are being satisfied. You are to provide excellent customer service and to establish and customer service culture throughout the organization.

Responsibilities

• Providing help and advice to customers using the organization’s products or services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on.
• Handling customer complaints or any major incidents,
• Keeping accurate records of discussions or correspondence with customers
• Analyzing statistics or other data to determine the level of customer service the organization is providing
• Producing written information for customers, often involving use of computer packages and software
• Writing reports, analyzing the customer service that the organization provides
• Developing feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for the organization or department
• Meeting with other managers to discuss possible improvements to customer service
• Involvement in staff recruitment and appraisals
• Training staff to deliver a high standard of customer service
• Leading or supervising a team of customer service staff
• Learning about the organization's products or services and keeping up to date with changes
• Monitoring social media and social channels to ensure that our service in those channels are of the highest standards.
• Managing the reputation of the company.

Qualifications

• Bachelor’s Degree preferred;
• Minimum 3-5 years’ work experience in a similar position or role.
• Requires proficient knowledge and skills in the following areas; communication skills, understanding of business, analysis, planning and execution, confident, tact and diplomacy, a creative thinker, ability to work under pressure.
• Basic computer proficiency
• Must have good record keeping and organizational skills
• Work cross-functionally as part of a large or small project team
• Flexible and adaptable to change