Customer Service Manager
Robin Radar Systems
The Hague
2 days ago
Customer Service Manager
Customer Service Manager needed for a high-tech radar company in The Hague. Responsible for managing SLAs, customer expectations, and escalations post-delivery. Requires 3+ years experience in customer service management, BA degree, and fluency in English.
Hybrid
Full-time
Mid Level
Jira
CRM Systems
Salary
Not specified
Core Qualifications
Soft Skills
customer-focused mindsetcalmnessprioritizationde-escalationstrong interpersonal skillscross-cultural interactionfluency in English
Tools (Must-have)
JiraCRM systems
Key Responsibilities
- Act as the key contact for customers post-delivery to ensure service aligns with SLAs or warranties and manage first-level escalations.
- Collaborate with customer success and product teams to ensure service delivery supports broader business goals.
- Monitor all service and support subscriptions and develop plans to proactively reach out to individual customers periodically.
- Analyze KPIs to assess product performance and customer satisfaction scores, providing periodic reports to management.
- Ensure any support provided outside of standard SLAs is properly registered and billed to the customer.
- Relay customer feedback to relevant departments to drive product improvements, new feature development, or contractual updates.
- Participate in periodic audits to identify opportunities to improve standard SLAs and service-related Terms & Conditions.
- Provide insights to the Sales Team to assist in proposal creation for additional sales or system renewals with existing customers.
- Work closely with internal teams like Supply Chain, Account Management, and Service Engineering, as well as external customers and suppliers.
Customer Service ManagerDefenseSpace ManufacturingRadar TechnologyHybridThe HagueService ManagementSLACRM