China Customer Service Manager
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Job Summary
The Customer Service Manager leads a Customer Service team focusing on ways to optimize service delivery improve complaint resolution and enhance overall customer satisfaction. This role involves collaboration with cross-functional teams and oversight of customer service operations within the team to maintain and elevate service standards.-Lead and manage the Customer Service team setting goals and providing direction to support smooth and efficient operations.
-Develop and implement data-driven customer service approaches within the team that enhance response times complaint resolution and customer satisfaction.
-Analyse customer service metrics and customer feedback identifying trends and insights driving initiatives to improve service quality and making recommendations to senior management.
-Collaborate with teams in Logistics Quality Control / Assurance and Sales Operations to address cross-functional issues and improve service coordination.
-Oversee customer service processes and tools ensuring they meet evolving customer needs and industry standards.
-Manage and allocate resources to optimise team performance and support process improvements.
-Mentor and develop team members through coaching performance reviews and training opportunities fostering a culture of customer excellence.
Tate & Lyle is an equal opportunity employer committed to the strength of an inclusive workforce.
Required Experience:
Manager
