Head of Customer Service

Bahrain
Career Level:
Director
Full Time Permanent
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Job Description

Looking for an ambitious Head of Customer Service Department to provide support to the customer service department by managing daily related tasks. You will be part of a team of professionals working to maintain order and good service for the company’s Customers.The Head of Customer Service reports to the Operations Director, and coordinates with the Sales, Administrative, Engineering, Stock, and Test departments on a regular basis.

Responsibilities

  • Manage a team of skilled After sales & Inside Sales Representatives who manage the below process:
  • Assists clients to resolve after-sales problems and provide ongoing support – ESCALATIONS
  • Answers technical questions and provides technical information (drawings, manuals, dimensions) on the controllers and installations according to the customer’s request;
  • Resolves technical problems for products under warranty by directly communicating troubleshooting solutions to customers, and/or sending replacement parts, and/or dispatching and coordinating a service technician;
  • When required, will provide onsite technical service for customers in various countries but not exclusively to the Middle East.
  • Recommends and quotes replacement parts or required modifications for products that are no longer under warranty;
  • Coordinates the repair, testing and shipping of controllers returned for modifications or the replacements of parts or components;
  • Follows up regularly with customer about the effectiveness of suggested troubleshooting, warranty issues, components, replacements, modifications, etc.;
  • Coordinates the payment/credit from the customer for the service dealer, replacement part or modification to the controller, in accordance with the warranty terms;
  • Communicates regularly with various departments of the company to obtain required information and support;
  • Performs any other task required by the Operations Manager or After-Sales Manager.
  • Responsible of his own learning and development
  • Responsible of the team’s Learning and development, coaching and overall performance.
  • Conduct regular management updates
  • Drive change, influence transitions, and actively seek and contribute to ideas and solutions for continuous improvement.
  • Communicate in a professional, positive, transparent, and courteous manner always with all levels of internal and external customers.
  • Handle confidential matters/ information with the appropriate level of sensitivity

Education

  • Has a Minimum Technical degree in electronics or a related technical field

Experience

  • Has a minimum of 4 years of professional experience in customer service;
  • Has a good computer skill, a knowledge of ERP is an asset;
  • Should be fluent in English, Arabic language is an asset.
  • Has strong interpersonal skills;
  • Should be able to work under minimal supervision;
  • Has strong oral and written communication skills;
  • Has good attention to details
  • Ability to work under pressure and able to meet deadlines;
  • Has good judgment and problem solver;
  • Has a Valid Bahrain Driver’s License or transferable license from their country