Customer Service Manager at Aureole Consulting Limited

Aureole Consulting Limited is an HR consulting company which specialize in talent acquisition services, Outsourcing Services, Executive Search, Social Media Job Advertisement, HR consulting amongst other services. Our aim is to revolutionize HR consulting in Africa.Job Description

The Customer Service Manager will lead and manage the day-to-day operations of the Customer Services Department, ensuring the delivery of consistently high-quality service to internal and external customers by implementing the customer service strategy, managing customer enquiries and order processing, monitoring service performance, and driving continuous improvement.

Key Responsibilities

Lead and manage the day-to-day operations of the Customer Services Department.
Implement the company’s Customer Service strategy and ensure alignment with departmental and business objectives.
Oversee the accurate and timely processing of customer quotations, orders, and order confirmations.
Manage staffing, training, coaching, and performance to ensure the team delivers efficient and exceptional customer service.
Establish and monitor service standards, performance targets, and KPIs.
Drive continuous improvement initiatives across customer enquiries and order processing.
Promote effective communication and collaboration across the Customer Services function.
Foster a positive, motivated, and high-performing team environment.
Support change management and process improvement initiatives to enhance customer experience and operational efficiency.

Requirements

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
Minimum of 5 years’ recent and proven experience in a B2B or B2C customer service environment, including at least 3 years in a senior customer service or customer relations management role.
Experience gained within a manufacturing or wholesale environment is an advantage.
Proven experience in a quick response, high fluctuating, customer driven industry.
Demonstrated experience in change management, process improvement, or continuous improvement initiatives.
Strong experience in resource planning, organizing, team management, problem-solving and performance management.
Strong customer focus with excellent communication and interpersonal skills.
High level of accuracy and attention to detail.
Proficiency in Microsoft Office packages and CRM/customer service platforms such as Zendesk, Freshdesk, Zoho Desk, Gorgias, or similar systems.
Experience handling customer enquiries through email, live chat, WhatsApp, telephone, and social media.
Preferably male candidates (for gender balance).