SAP Service Manager

Job title:

SAP Service Manager

Company:

Lupus Consulting Zrt.

Job description

Job SummaryThe Service Manager is responsible for overseeing the customer service department and ensuring excellent service standards, efficient response to customer inquiries, and high customer satisfaction. This role will involve managing a team of customer service representatives or support specialists, developing policies, and streamlining processes to improve service quality. The Service Manager will work closely with other departments to resolve issues, provide insights on customer needs, and align service objectives with business goals.Key ResponsibilitiesTeam Management & Development

• Recruit, train, and supervise customer service team members.
• Set team goals and provide ongoing coaching and development to enhance skills.
• Conduct regular performance evaluations and address any performance issues.

Customer Service Excellence

• Monitor and ensure that customer inquiries, issues, and complaints are handled promptly and professionally.
• Implement and maintain quality assurance standards to enhance customer satisfaction.
• Develop and track customer service metrics (e.g., response time, resolution rate, customer satisfaction score).

Operational Efficiency

• Analyze and optimize workflows, tools, and systems to improve service efficiency and productivity.
• Maintain and update customer service policies, procedures, and scripts as needed.
• Collaborate with IT or tech teams to address system issues and improve the customer experience.

Issue Resolution

• Serve as the escalation point for complex customer issues.
• Work with other departments (e.g., sales, product, operations) to ensure prompt resolution of customer problems.
• Develop preventive measures to reduce recurring customer complaints.

Reporting & Analysis

• Generate regular reports on service performance, customer feedback, and trends.
• Analyze data to identify areas for improvement and recommend actionable solutions.
• Prepare presentations for senior management on service performance and improvements.

Customer Relationship Management

• Build and maintain positive relationships with key clients, addressing any specific needs or concerns.
• Gather feedback from customers to enhance the service experience and identify new service opportunities.

Qualifications

• Education: Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• Experience: 3+ years of experience in customer service management or a related field, with proven leadership experience.
• Skills:

• Strong interpersonal and communication skills.
• Proficiency in CRM and other customer service software.
• Excellent problem-solving abilities and attention to detail.
• Ability to handle high-stress situations and make decisions quickly.
• Personal Attributes: Customer-oriented, analytical thinker, and proactive leader.

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Expected salary

Location

España

Job date

Wed, 13 Nov 2024 00:39:16 GMT

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