About the Role

Reporting to the local Managing Director, the Customer Services Manager is responsible for driving Continuous Service Improvement. This includes creating an environment that maximises revenue through upselling, while ensuring customer loyalty and confidence in the company’s ability to exceed expectations.

The CSM must represent Global Switch's best interests, follow existing business processes, and contribute to their improvement when needed. Success in this role requires a solid technical understanding of the company’s products, services, and the skills needed to deliver them.

Key Responsibilities:

• The CSM will support the project team by acting as an interface with the customer to minimise customer distractions and maximise resources available to deliver the project.
• Develop and implement customer service policies and procedures to consistently improve service standards.
• Lead, train, and motivate a team of customer service representatives, fostering a positive and proactive work environment.
• Analyse customer service performance metrics and use insights to improve processes and customer experiences.
• Handle customer escalations and complaints with a focus on resolution and enhancing customer trust.
• Collaborate with internal departments to align service operations with company goals and customer expectations.

About You:

You are an enthusiastic leader with experience in managing a customer service team. You bring a strategic approach to problem-solving and have the ability to foster a culture of customer excellence. Your excellent communication skills enable you to effectively manage both internal and external relationships.

Key Requirements:

• Proven experience in leading a customer service team, preferably within a large organisation such as a Data Centre.
• Strong understanding of customer service metrics, KPIs, and SLAs.
• Ability to develop and implement strategic initiatives aimed at improving customer satisfaction.
• Experience in conflict resolution and managing customer complaints.
• Excellent communication skills with the ability to mentor and motivate team members.
• Proficiency in using customer service software and CRM systems.

About Global Switch

You might not know it, but you use a data centre like Global Switch every day. Whether you're browsing the web, streaming, playing a game, or simply making a purchase, you are relying on data centres around the world. Global Switch is a trusted name in the industry, with over 20 years of experience and a commitment to long-term partnerships and sustainability.

We value excellence and teamwork, and we always strive to deliver the best customer service and satisfaction. We are a team of skilled and passionate professionals, proud of who we are and what we do. Joining us means becoming part of a team that values learning and growth.

As an equal opportunity employer, Global Switch is committed to providing a working culture that values diversity and inclusion and is committed to making reasonable adjustments to provide a barrier-free recruitment process and working environment.