Customer Services Manager – STM
Our client, one of the world’s largest publishers of Open Access journals, is looking for a new Customer Services Manager to manage and in some cases set up their customer service procedures, including managing vendor relationships and ensuring quality.
Reporting to the Chief Process Engineer (CPE), the main responsibilities include:
- Improving the Customer Service experience and implementing efficient processes
- Completing a review of CRM tools, selecting tools based on business requirements
- Managing vendors globally where first line support is conducted
- Setting up and liaising with new vendors responsible for first line support
- Training vendors to ensure high levels of service
- Managing the introduction of new telephone services and live chat
- Reviewing queries and improving services or products to improve customer experience
- Developing policies and standards
- Creating and maintaining documentation related to customer service procedures
- Answering escalated customer queries, where required
- Setting and monitoring KPIs with CPE to ensure customers are satisfied
- Analysing statistics and compiling reports.
The successful candidate will have proven experience in a customer services environment, ideally working within an STM publishing company. You will have an excellent knowledge of CRM tools, have superb interpersonal, communication and negotiation skills and advanced troubleshooting skills.
You will be rewarded with a competitive salary and benefits.
To apply for this position, click on the Apply Now button below or send your CV to enquiries@telferpartners.com quoting the reference TP 273. For an initial, confidential discussion please call us on +44(0)1223632510.
Early applications are preferred.
Referral Scheme - Telfer Partners offer a referral reward if we fill this vacancy with someone you recommend. You can send contact details of anyone you want to recommend to enquiries@telferpartners.com.