Customer Service Manager

Ensure customer satisfaction at all times, whilst upholding and improving Killem’s brand reputation.

Included, but not limited to:

Customer Success

• Touch base on a regular basis and build relationships with clients, especially key clients
• Communicate with clients to understand their needs and gather feedback
• Aware of and monitor all new clients being onboarded successfully , from the Sales Team
• Handling any client complaints or issues, in timely manner, that have been escalated from the Customer Service Coordinators and Key Account Executives
• Ensuring that all client emails and calls are answered and actioned immediately

Mentoring and Training

• Creating Handover and Client Checklists (for key accounts),
• Coach and train A Exec to effectively implement account management
• Set up goals for team members and help them reach those goals
• Guide the team in execution of customer service related matters

Strategic

• Create and implement a reliable customer loyalty program
• Develop, implement and support management systems (i.e. ISO), including service excellence
• Develop KPIs, processes, SOPs, crisis management etc, to support the company’s objectives and targets
• Reviewing and analysedata, identify trends and opportunities for improvements
• Preparing monthly and adhoc reports, for the management team and Managing Director
• Providing support to other departments in their programmes, plans and projects.

• Minimum Diploma/Degree in any field or its equivalent
• Knowledge of the pest control and/or facility management preferred

• Minimum of 4 years of relevant work experience managing teams in key account management and/or customer service and/or operations

• Computer literate in MS Office (Word, Excel, Power point) and experience using CRM Systems i.e. Salesforce
• A high level of problem solving skills and strategic advisory to management
• Strong written and spoken English
• Common sense and high attention to detail
• Ability to inspire and motivate the team
• Patience, compassion, and empathy
• A passion for customer satisfaction, success and experience
• Excellent communication skills and ability to build relationship
• Organizational and time-management skills