Overview
The Manager/Senior Manager, Customer Services, will be responsible for leading and optimising NMC's customer service operations to ensure seamless coordination between laboratories and customers, uphold quality standards, and drive data-driven improvements.
This role is pivotal in delivering an exceptional customer experience while ensuring process excellence and compliance with relevant quality standards.
Responsibilities
- Develop and implement service initiatives to enhance customer experience and satisfaction.
- Liaise closely with laboratories to ensure timely, high-quality service delivery.
- Gather and analyse customer feedback to identify areas for improvement and implement action plans.
- Drive continuous improvements to enhance service processes, leveraging data-driven decision-making.
- Oversee daily service operations and coordinate incoming/outgoing service items and reports, including leading the customer service team responsible for managing customer inquiries, quotations, billing, and related correspondence to ensure efficient service turnaround.
- Developing and maintaining up-to-date policies, SOPs, and work instructions to support high-quality service delivery.
- Leading and implementing digital transformation initiatives to improve accessibility and streamline processes.
- Ensure compliance with relevant quality management standards.
- Implement policies and procedures to enhance service quality, efficiency, and compliance.
- Identify and lead process improvement initiatives to enhance service excellence and performance.
- Supervise financial processes including service quotations, invoicing, and revenue collection in accordance with organisational policies.
- Analyse service data to monitor performance, identify trends, and implement improvements that support data-driven decision-making.
Qualifications & Experience
- Relevant experience in service operations, quality management, or technical services.
- Familiarity with relevant quality management system requirements would be advantageous.
- Experience in process improvement, data analysis, and driving service excellence.
- Exposure to financial processes such as invoicing, revenue collection, and service quotations.
- Strong customer service mindset and collaborative working style.
- Ability to manage multiple priorities and work effectively with cross-functional teams.
- Commitment to continuous learning, proactive problem-solving, and attention to detail
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