As a Customer Service Excellence Manager, you will play a pivotal role in ensuring the delivery of exceptional service to our customers.
Key Responsibilities
* Resolve Commitments Timely: Ensure prompt responses and follow-up to customer matters, resolving commitments in a timely manner to maintain high levels of customer satisfaction.
* Inspections and Defect Qualification: Conduct inspections in customers' homes after the service period finishes or when a new warranty case is registered, qualifying defects and disqualifying non-defects while creating scope of works for repairs with costings.
* Product Education: Explain to customers how to use products effectively and ensure that customers have all required manuals, promoting a seamless user experience.
* Appointment Management: Be on time to appointments and phone to cancel or change appointments if emergency delays occur, demonstrating a commitment to punctuality and flexibility.
* Ad-Hoc Site Inspections: Conduct ad-hoc site inspections for active jobs, maintaining visibility into project progress and identifying potential issues early on.
* Quality Assurance: Ensure on-site works are undertaken to both company and industry standards, upholding our reputation for excellence.
* Team Development: Attend required department office days and actively participate in team development, fostering a culture of collaboration and continuous improvement.
Built-in benefits include car allowance, iPad, mobile phone, and attractive housing discounts on award-winning homes. Physical fitness programs, free flu vaccinations, nutrition, and mental well-being initiatives prioritize your overall health and wellness.