ALAF Job Vacancy, Customer Service Manager
Customer Service Manager
ALAF
Reference Number: ALAF/2025/02
The Customer Service Manager is responsible to driving Customer First value by ensuring that the processes and the teams deliver on the desired customer experience. This involves overseeing the customer service team, ensuring excellent service delivery and efficient processes to meet customer needs and enhance satisfaction, and collaborating with other departments to improve customer experiences.
KEY RESPONSIBILITIES:
A. Customer Service Operations
To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
Responsible for process deliverables as per agreed SLA’s and quality.
B. Order Management:
Oversee the accurate processing of customer orders, ensuring timely delivery.
Coordinate with production and supply chain teams to manage lead times and address delays.
Resolve order discrepancies and ensure invoicing accuracy.
C. Process Improvement
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
D. Customer Relationship Management
Determine customer service requirements by maintaining contact with customers;
Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, and new techniques; detecting and diagnosing problems.
E. Team Leadership
Performance Management: Set performance goals and regular performance reviews.
Participate in recruitment, training and mentorship of customer service representatives\
F. Communication:
Serve as the primary point of contact for escalated customer issues.
Coordinate with other departments (e.g., production, logistics) to ensure timely resolution of customer issues.
G. Net promoter Score
Ensure NPS targets align with broader customer experience and business objectives.
Use feedback from detractors and work with cross functional departments such as Production, Supply Chain and Credit control etc.
Responsible for developing initiatives aimed at improving customer satisfaction and service delivery efficiently.
H. Reporting and Analytics:
Prepare reports on customer service metrics, trends, and team performance as required by Head of Commercial.
Utilize data analytics to drive decision-making and process improvements.
Requirements
Qualifications required:
Minimum academic qualification: Bachelors of Business Administration
Qualifications as an added advantage: MBA – Business Administration
General work experience (years):7 – 10 years
Specific to the position (level/discipline/years): 6 years
Industry: Manufacturing, Service Sector
ALAF Job Vacancy, Customer Service Manager
How to Apply:
