Customer Service Manager

As the Customer Service Manager, you will own the end‑to‑end customer satisfaction and after‑sales experience globally. From pre‑development through to the end of the product life cycle, you will ensure service levels are maintained, systems are optimised, and customers are empowered through self‑service tools and structured support frameworks.

Key Responsibilities

• Build and manage customer‑facing online service portals aligned to each customer's SLA and AI requirements.
• Develop warranty, spare parts, and innovation troubleshooting forms for all customer products.
• Train customers and internal teams on portal usage; drive self‑service adoption.
• Monitor ticket progress via Freshdesk; ensure timely issue resolution.
• Extend Formstack support to other departments (Maintenance, QC, HR) where required.

Service Level Agreements (SLA)

• Ensure every customer has a signed SLA in place; establish s...