Reports to:CEO, General Manager, Sales Manager, Marketing Manager

Supervises:Call Centre/Customer Services staff

Main objectives:

Typical functions and responsibilities:

  • Ensure customers’ requirements/ orders/complaints are dealt with satisfactorily by call centre/customer services staff.
  • Co-ordinate/liaise with production/operations or service departments.
  • Ensure procedures comply with company policy and legal requirements.
  • Ensure relevant customer records, documentation and databases are kept up to date.
  • Maintain client relationships.
  • Recruitment and training of customer service representatives.

Typical qualifications and experience:A detailed knowledge of the products/service produced (technical or trade
qualifications if necessary). At least 5 years working experience with at least 2 years in a call centre or customer services role