Customer Service Manager

SASMAR is seeking an experienced and enthusiastic Customer Service Manager to ensure a high quality experience for our customers. As a global leader in the pharmaceutical sector, specializing in personal care and fertility products such as our flagship Conceive Plus brand, we operate across numerous countries and are committed to delivering exceptional service to our customers.

In this role, you will take charge of the customer service department, overseeing operations and ensuring our team consistently meets high standards of customer care. Your leadership will be instrumental in developing and implementing strategies to improve service quality, increase customer satisfaction, and drive team performance.

Responsibilities

• Oversee the daily operations of the customer service team, ensuring timely and effective support for all customer inquiries.
• Develop and implement customer service policies and procedures to enhance operational efficiency and service quality.
• Train, mentor, and motivate team members to achieve their best performance and foster a positive work environment.
• Monitor performance metrics and identify areas for improvement; develop action plans accordingly.
• Address escalated customer complaints and complex inquiries with professionalism and care.
• Collaborate with other departments, including sales, marketing, and logistics, to ensure a cohesive approach to customer service.
• Gather and analyze customer feedback to identify trends and insights that can drive improvements.
• Prepare regular reports on customer service performance, providing analysis and recommendations to senior management.

Requirements

• Bachelor’s degree in Business Administration, Management, or a related field.
• Proven experience in a customer service management role, preferably within the pharmaceutical or consumer goods sectors.
• Strong leadership and team-building skills.
• Exceptional communication and interpersonal abilities.
• Proficiency in customer service software and Microsoft Office Suite.
• Ability to analyze data and derive actionable insights.
• Strong problem-solving skills and a customer-focused mindset.
• Experience in developing and implementing training programs.
• Ability to work collaboratively with cross-functional teams.
• Flexible, adaptable, and able to thrive in a fast-paced environment.
• Permanent resident, or EU/EEA/Swiss citizen

Benefits

• Competitive salary
• English language and multi-cultural work environment
• Private Health Insurance (medical, dental, hospitalisation)
• Career advancement opportunities in stable company
• Modern offices, convenient to public transport.

This position is based at our new villa offices in Ta' Xbiex.