Assistant Customer Experience Director
1 week ago
JPC Corporation seeks a seasoned professional to fill the role of ASST CUSTOMER SERVICE MANAGER. In this position, you will be responsible for managing strong customer relationships through effective communication and relationship-building strategies. Your primary objectives will be to ensure seamless contract management, optimize rental fleet utilization, and enhance overall customer satisfaction. You will work closely with Sales Managers to drive business growth and achieve key performance indicators (KPIs). Key qualifications for this role include tertiary education, at least 5 years of customer service experience, and 2+ years of supervisory or senior-level experience. Strong technical skills, particularly in CRM systems, are also required.
Responsibilities:
1. Develop and maintain strong customer relationships through regular communication and on-site visits.
2. Manage SLAs and dashboards to ensure efficient service delivery.
3. Collaborate with Sales Managers to review and assess customer contracts, minimizing termination risks.
4. Maintain accurate records in Salesforce CRM to facilitate informed decision-making.
5. Optimize rental fleet utilization by effectively managing used trucks and parts.
6. Identify areas for continuous improvement in customer service operations based on internal and external feedback.
7. Coordinate and manage customer service projects as directed by management.
Qualifications:
This role requires a degree holder with a minimum of 5 years of customer service experience and 2+ years of supervisory or senior-level experience. Proficiency in CRM systems, especially Salesforce, is highly desired. Excellent verbal communication skills and problem-solving abilities are essential. Additionally, you should be proactive, confident, and willing to take on challenges.
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