Customer Service Manager Job at Export Parts Store

Export Parts Store has been the cornerstone of the USA area riding community since 2004. Our team is dedicated to expanding the Harley-Davidson® experience through local community involvement, fun events, and personal, friendly service.

Export Parts Store has a large showroom with clean service and sales areas, staffed by experts in their fields. It’s no wonder we quickly became known for being a pure Harley-Davidson® haven. Our dealership continually strives to provide anything and everything associated with Harley-Davidson® motorcycles.

We are recruiting to fill the position below:

Job Position: Customer Service Manager
Job Location: Abuja (FCT)
Employment Type: Full-time

Job Overview

• As a Customer Service Manager, you will be responsible for ensuring the efficient and effective operation of our customer service team. You will supervise a team of customer service representatives and help maintain a positive and professional work environment. Your role will involve developing and implementing customer service policies, monitoring team performance, and ensuring that our customers receive a high level of service. You will also handle escalated customer inquiries and assist with resolving complex issues.

Key Responsibilities

• Oversee the daily operations of the customer service team, including managing staff schedules and workload distribution.
• Provide coaching, mentoring, and training to team members to enhance their performance and professional development.
• Manage escalated customer inquiries and complaints, ensuring they are resolved in a timely and satisfactory manner.
• Collaborate with other departments, such as sales and marketing, to identify and address customer service issues and opportunities for improvement.
• Develop and implement customer service policies, procedures, and standards to ensure consistency and quality across the team.
• Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and implement improvements where necessary.
• Stay up-to-date on industry best practices and trends in customer service management and incorporate them into our processes.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Proven ability to lead and motivate a team, with excellent communication and interpersonal skills.
• Knowledge of customer service best practices and industry standards.
• Strong problem-solving and decision-making skills, with the ability to handle challenging situations calmly and effectively.
• Familiarity with customer service software, such as Zendesk or Salesforce, and proficiency in Microsoft Office Suite.
• Experience working in a fast-paced and dynamic environment, preferably in a tech or startup company.

Method of Application
Interested and qualified candidates should send their resume, cover letter, and three professional references to: Simon.fossonggroup@exportpartsstore.com using the Job Position as the subject of the mail.