Customer Support Manager

As a Customer Service Manager, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction and resolving any inquiries or issues they may have. This position requires excellent communication skills, a friendly demeanour, and a strong ability to multitask in a fast-paced environment. 

Responsibilities:

Customer Experience Management: 

• Develop and implement customer service policies, procedures, and standards to enhance overall customer experience. 
• Monitor customer interactions, identify areas for improvement, and implement strategies to address customer concerns and feedback. 
• Ensure prompt and accurate responses to customer inquiries, complaints, and requests through various channels (phone, email, chat, social media). 

Process Improvement: 

• Analyse existing customer service processes, identify bottlenecks, and implement improvements to enhance efficiency and effectiveness. 
• Collaborate with cross-functional teams, such as operations, marketing, and sales, to optimise the customer journey and address pain points. 
• Stay updated on industry trends, best practices, and emerging technologies related to customer service in the exhibition and e-commerce sector. 

Relationship Management: 

• Build and maintain strong relationships with key customers, partners, and vendors. 
• Collaborate with the various teams to identify upselling and cross-selling opportunities based on customer insights. 
• Address escalated customer issues promptly and ensure timely resolution. 

Order Management: 

• Process and manage customer orders, ensuring accuracy and timeliness. 
• Coordinate with the warehouse and logistics team to ensure smooth order fulfillment and delivery. 
• Coordinate with suppliers to ensure smooth order fulfillment and delivery. 
• Monitor inventory levels and proactively communicate with customers regarding any potential delays or backorders. 

Problem Resolution: 

• Investigate and resolve customer complaints, working closely with relevant departments to address any issues and prevent recurrence. 
• Escalate complex or unresolved issues to the appropriate team members or supervisors, ensuring timely resolution and customer satisfaction. 

Product Knowledge: 

• Maintain a deep and technical understanding of our products, services, and promotions to effectively assist customers and provide accurate information. 
• Stay updated on industry trends and product developments to better serve customers and offer personalized recommendations. 

• Bachelor's degree in Industrial Design, Interior Design or a related field.
• Proven experience as a Customer Service Manager or similar role within the printing, display, exhibition, or events industry.
• Excellent leadership and team management skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Exceptional communication and interpersonal skills.
• Proficient in customer service software and CRM systems (HubSpot)
• Proficient in order management software (Shopify, WooCommerce, Magento)
• Analytical mindset with the ability to interpret data and generate actionable insights.
• Familiarity with e-commerce platforms and digital marketing strategies is a plus.
• Familiarity with printing processes, pre-press and graphic design is a plus
• Familiarity with using Adobe software is a plus
• Flexibility to work during weekends as needed.