Job Title

We seek a creative and detail-oriented service manager to join our service operations department at Carnova ServiceAs a service manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. You will also manage service contracts, track performance metrics, and handle all requests within the deadline.If you have a strategic mindset, leadership skills, and a zeal to deliver smooth customer experiences, we look forward to your application. We offer competitive remuneration packages and a positive work culture that promotes collaboration, innovation and career advancement.Objectives of this roleLeading and managing the service department, ensuring efficient service delivery and customer satisfaction.Building and maintaining solid customer relationships, understanding their needs and providing personalized service solutions.Developing and implementing service strategies to enhance customer experience and meet service objectives.Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving. Your tasksLead and manage the service department, including staffing, training and performance management of service personnel.Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence.Ensured timely and accurate completion of service requests, work orders, and documentation, maintaining high attention to detail and quality.Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.Required skills and qualifications3+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.Proficiency in customer relationship management tools and software for tracking and monitoring service performance.Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.Detail-oriented with a high level of accuracy in data analysis and reporting.Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.Preferred skills and qualificationsRelevant customer services certifications, like CCSP, CCRM and CCSM.Experience in implementing service improvement initiatives and managing service quality standards.Proven record of achieving service-related KPIs and customer satisfaction targets.Multilingual skills to communicate with a diverse customer base.Strong organizational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.Excellent leadership and people management skills.