Customer Services Manager

We’re the global leader in providing energy solutions that help businesses grow and communities thrive.

We work as a team and we’re proud of the difference we make to customers, to local communities, and towards a sustainable future for the world.

We’re looking for Customer Services Manager in Aggreko will be responsible for managing and leading the customer center teams in the delivery of an excellent customer experience.  Responsible for key customer touchpoints throughout the rental after the order is placed. The primary goal is the efficient running of the customer center, to increase customer satisfaction, loyalty and retention, exceeding customer expectations. Aligned with the Inside Sales Manager and the Operations Planning Manager this role will work collaboratively to ensure a seamless, cohesive and consistent customer experience.

Why Aggreko?

• Position will be based in Jeddah , KSA
• Competitive compensation package
• Industry-leading benefit plans including medical insurance
• Continuous training and development with career growth opportunities
• Safety-focused culture

What you’ll do:

• Direct daily operations of the customer center in the delivery an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes
• Ensure the necessary resources, processes and systems are utilized effectively to deliver operational efficiency and a seamless customer experience
• Handles complex and escalated customer complaints/issues.  Review & track customer complaint resolution.  Provide analysis, trends and corrective action to improve customer experience.
• Apply best practice and develop continuously improve plans based upon employee and customer insight.
• Responsible for the recruitment, induction, ongoing development and coaching of staff across the customer centre. Handle complex and escalated customer service issues. Provide analysis, and drive improvements to address customer complaints
• Liaises with sales and operations to ensure a high level of customer service and seamless customer experience
• Management of all contract, invoicing related activities ensuring process compliance
• Drives improvements to deliver world class customer service and best-in-class process efficiency
• Management of department budget
• Ensures alignment across the function
• Ensures quality of decisions and actions
• Drives policy definition and adherence
• Directs leaders in personnel and activity management
• Serves as functional information conduit to Head through reporting and liaison
• Manages peer relationships across functions in the provision of a seamless, cohesive and consistent customer experience
• Drives culture consistency
• Ensures optimal team performance and capability

You’ll have the following skills and experience:

• Minimum of 7 years of Customer Service experience, with at least 5 years of previous supervisory experience
• PC literary in a Microsoft environment and ERP system
• Demonstrated leadership success in a complex, nation-wide organization
• Customer focused with a strong sense of urgency for creative solutions
• Demonstrated managerial courage in a fast-paced, evolving environment
• Excellent inter-personal skills with the ability to communicate across all levels of the organization, including, strong written, oral, facilitation, and presentation skills
• Collaborative style with decisive, results-oriented approach
• Ability to self-direct and self-manage
• Willingness to learn all aspects of the business
• Ability to coach, train, mentor, and develop staff and direct reports
• Strong financial reporting abilities, including: analysis, forecasting, budgeting, collections, contracts and invoicing
• Previous experience with Change Management, including ability to least and navigate change within the organization

Tagged as: Energy