JOB PURPOSE

The Customer Excellence Manager assumes the responsibility of supporting the organisation's commercial activities by taking the active lead role with our Customer Service team, Clinical Application team and two business locations in the day to day running of our organisation. Working closely with the Country Director, you will be the key team member to ensure our customer operations functions effortlessly.

CRITICAL WORK FUNCTIONS & KEY TASKS

• Support and lead the Customer Service and Clinical Application team.
• Ensure alignment and effectiveness of roles and responsibilities between Customer Service and the Clinical Application team.
• Provide coaching and training of team members with view to improve customer service levels.
• Serve as a liaison between teams and upper management.
• Assist the commercial and marketing teams in executing campaigns.
• Ensure team members are up to date with the latest changes as per management communication.
• Monitor and assist with customer retention through CRM.
• Provide updates and report of escalated customer/product complaints to management.
• Staff rostering and overall appointment system management.
• Support our two locations and fill staffing gaps as Customer Service and Clinical Application (as required).
• Report on monthly basis staff performance through set KPI's to management.

Sales Support

• Support the implementation of sales and marketing campaigns at store level.
• Support our sales and retail operations at Jackson Square and Novena Square 2.
• Ensure staff are following the sales process and recommending and upselling as part of their interaction with customers

Sales Development

• Work with the team in improving sales conversion through excellent customer service and after sales support.
• Meet monthly and quarterly KPI's as set by management.
• Work with the Country Director to identify market gaps and new opportunities.
• Take the lead in development of potential new channels as identified and agreed to

Sales & Customer Service Training

• Be the lead contact for customer complaint handling and management
• Identify gaps and support training development of our commercial team
• Support the development of our team members through coaching and training

QUALIFICATIONS, SKILLS & EXPERIENCE REQUIRED

(a) Degree in relevant discipline

(b) Minimum 5 years of experience in customer service role in a service industry

(c) Experience with CRM

(d) Experience with training and coaching