China Customer Service Manager

About the role

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.

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