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Regulations

In compliance with Organic Law 15/1999, of 13 December, under the Personal Data Protection Act, we inform you that data collected will form part of an automated file, under the ownership of BARCELONA ACTIVE SPM S.A., with registered office at 162-164 Calle Llacuna, Barcelona, with the aim of managing enrollments and of informing of the company's activities and services within its field of action. You will be able to exercise access rights, rectification, cancel cancellation and/or opposition via written communication to the Legal Services of BARCELONA ACTIVE SPM S.A. at the aforementioned address.

 
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Customer service manager

Description

The customer service manager ensures that client expectations are met with regard to the delivery of goods or products, in accordance with agreed conditions and quality standards. With this objective in mind, carry out customer follow-up, handle claims and incidents and establish the most appropriate means of communication. This profile is gaining increasing importance in businesses: whereas before, the production department used to set the pace of production, the departments closest to the customers now happen to be the ones to determine which products are produced and which services provided, as well as when and why. In the face of new purchasing habits, customer service related jobs have become more professionalised and now play a key role in company logistics processes, being the link between the company and the consumer.

Tasks

  • Transfer and adjust corporate objectives to the level of his/her own department.
  • Establish control mechanisms to guarantee the fulfillment of specific commitments established with the client.
    Transfer and adjust corporate objectives to his/her own department.
    Draw up strategic and operational plans for his/her department, as well as the procedures required to implement these.
    Control the fulfillment of the company's corporate strategy objectives.
    Prepare reports on the progress of sales plans, service quality and incidents.
    Apply quality methods to customer service.
    Monitor the flow of information between his/her department, the production department and the transport department to ensure that the delivery deadlines agreed with the client are met.
  • Carry out constant customer follow-up to identify their needs:
    Address service claims and incidents and analyse their causes to find appropriate solutions.
    Process customer suggestions and queries.
    Assess the degree of satisfaction of customers and, depending on results, establish improvement methods.
    Together with customers and suppliers, examine areas in which joint efforts can be made to improve the service; implement suitable ideas.
    Provide a personalised, added-value service by means of various techniques (last-minute deliveries, customer integration through the use of software, product customisation through labelling).
    Analyse the evolution of the market and customer demands and observe the competition.


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Centre per al desenvolupament professional Porta22
Convent de Sant Agustí
Ca n'Andalet

Barcelona Treball (Porta22)
+34 934 019 899
bcn.cat/treball

Barcelona Activa Headquarters
Llacuna, 162-164
08018 Barcelona
+34 934 019 777
bcn.cat/barcelonactiva

Generalitat de Catalunya
Unió Europea FEDER
Unió Europea FSE