Customer Service Manager
COINS, the market leader in providing IT Solutions to the construction industry and house builders, is looking for a Customer Service Manager to join our team. The Customer Service Manager will be responsible for managing all Service Requests made by assigned clients. This includes responding to all requests in a timely manner, providing level of effort estimates, and scheduling the service to be completed. The successful candidate will have excellent organizational and communication skills with a passion for Customer Service. Duties and Responsibilities Monitor and communicate information on the status of all active client request logged with COINS. Provide proactive reporting to clients on the items logged with COINS. Manage incoming client requests and manage the internal handoff to the internal team best equipped to resolve each task. Nurture existing client accounts to preserve a strong relationship and high customer satisfaction levels. Ensures customer expectations are met and resolve customer issues in a timely, effective, and professional manner. Hold meetings with customer to update them on status of logged requests, recording actions and managing follow-up. Manage service requests, including coordinating the production of estimates, client communication and scheduling of work, followed by keeping work on track with dates, confirming with customer work is done, and then seek approval to close and bill. Maintain accurate records of client activity and communication using COINS assigned tools. Collaborate with other departments and resolver groups to ensure that customer requests are progressing to resolution within the notified timeframes. The client must be able to rely on the CSM for correct information, whether it is finding the right answer or having it ready for them. Experience Firm IT related background and customer service management experience is desired for this position. Experience of customer service management within the Construction Industry is advantageous. Ideally, the candidate will have at least 2 years work experience in a customer service-related role. Education Bachelor’s degree from an accredited university or college ITIL practical experience or ITIL foundation certification Skills Professional customer service delivery skills and professional telephone manner. Sound time management and organisational skills with ability to make key business decisions. Drive and motivation with ambitious outlook with good customer focus. Possess the ability to logically prioritise and rationally manage escalated issues. Possess the ability to review client data and identify trends / recurrences Possess the ability to manage service reviews with clients Confident, enthusiastic, tenacious and willing to develop on an on-going basis. Highly motivated and able to work effectively under pressure. Team orientated working ethics as well as being self-sufficient and possess the capabilities to work using their own initiative. Possess the confidence to work remotely but also interact regularly with team members for assistance, training and general support. Excellent written and verbal communication skills with focused attention to detail. Flexible, a team player, strong collaborator. Service oriented attitude Accountability Through constant contact with the external COINS client base, the candidate will have responsibility to project a professional and competent image at all times. Customer perception of COINS as a company is very much dependant on the Support services provided within the department. The growth of COINS and the client base is reliant on our perceived abilities to provide a dynamic and responsive customer support service.