Job Description

Due to continuous growth, NWG Group is now recruiting for an experienced multilingual Customer Service Manager.

Responsibilities:

Work as part of a busy team, being one of the main points of contact for Customers/Clients that have queries about new / existing facilities management projects. Develop and implement customer service policies and procedures. Monitor and analyse customer service metrics to ensure high levels of customer satisfaction. Handle escalated customer complaints and provide timely resolutions. Train and coach maintenance schedulers to improve their skills and performance. Collaborate with other departments to resolve customer issues and improve overall customer experience. Engage and fact find with new suppliers that call the office as well as preparation of quotations. Other related admin, such as typing general correspondence and emails, updating the database with all correspondence and conversations as well as emailing confirmations to clients and supporting the team with coordinator type activities. Stay updated on industry trends and best practices in customer service, facilities management and real estate.

Experience:

Minimum of 2 years of experience in a customer service management role. Strong leadership skills with the ability to motivate and inspire a team Good communication skills, both verbal and written, in English Ability to analyse data and make informed decisions to improve customer service operations Experience managing multilingual teams is a plus.
We offer competitive compensation packages, including benefits such as health insurance, and paid time off.

Join our team and make a difference in our customers' experience!

Job Types: Full-time, Permanent

Pay: From 38,700.00 per year

Benefits:

On-site parking Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Croydon CR0

Application deadline: 22/03/2024
Reference ID: NCSM8263