Customer Services Manager with Expertise in Water Sector and Hydraulic Infrastructure Projects

Overview

Aqualia is seeking a Customer Services Manager who possesses strong English language skills and substantial knowledge and experience in international projects related to the water sector or hydraulic infrastructures. The primary objective of this role is to ensure superior customer service by designing robust procedures, executing customer loyalty initiatives, and establishing measurable satisfaction targets.

Key Responsibilities

• Oversee daily operations of the customer service department and manage its approved budget.
• Address customer service issues swiftly and effectively.
• Set customer satisfaction goals and work closely with the team to consistently achieve them.
• Implement and maintain comprehensive customer loyalty programs with meticulous record-keeping of all activities and interactions.
• Analyze service metrics and prepare detailed reports summarizing findings.
• Stay updated with the latest methodologies and trends in customer service within the industry.
• Enhance customer service quality to foster engaged customers and promote organic growth.
• Take full responsibility for resolving customer problems.
• Develop and refine service protocols, policies, and standards.
• Recruit, mentor, and support customer service agents, creating an encouraging and empowering workplace environment.
• Manage resources and assets efficiently to meet both qualitative and quantitative objectives.
• Organize workflow in accordance with set priorities.

Required Qualifications and Skills

• At least five years of experience in the water sector.
• A minimum of ten years in a similar managerial role handling customer service responsibilities.
• Proficient in Microsoft Office applications and customer service management software.
• Exceptional written and verbal communication abilities.
• Solid understanding of management concepts and practices.
• Strong leadership capabilities and excellent interpersonal skills.

Additional Notes

If you wish to join the selection process, please submit your resume along with a cover letter detailing your relevant experience. Applications can also be submitted via email to the company's recruitment address.