Pacific Surfaces
Website:
pacific-surfaces.com
Job details:
The Role
We are looking for a Manager – Customer Experience to act as the central coordination and monitoring layer between Sales and Customer Support in their respective location, ensuring that customer requests, grievances, complaints and service requirements are tracked, actioned and closed within agreed timelines.
The role will bring discipline to customer issue management, ensure clear ownership across teams, and provide management with visibility on pending matters, escalations and recurring customer issues.
Key Responsibilities
- Maintain a central tracker of customer requests, complaints, grievances and commitments raised through Sales and Customer Support.
- Ensure every matter has a clear owner, priority, timeline and closure status; drive follow-up until resolution.
- Monitor ageing and overdue cases, escalate critical or delayed matters, and ensure timely management intervention.
- Coordinate Sales–Customer Support handovers and ensure customer commitments are followed through to closure.
- Conduct regular reviews and provide management with concise dashboards on open cases, closures, ageing and escalations.
- Identify recurring customer issues and process gaps, and establish simple SOPs and tracking mechanisms to improve resolution discipline.
The Successful Candidate
- Highly organised, persistent and strong on follow-through, with the ability to coordinate multiple stakeholders.
- Comfortable holding Sales, Customer Support and other teams accountable for timely closure.
- Customer-oriented, practical and commercially aware, with strong attention to detail.
- Proactive in identifying issues and escalating them before they become larger customer concerns.
- Comfortable working with Excel/Google Sheets and CRM or ticketing systems.
What We're Looking For
- 3–6 years of experience in Customer Experience, Customer Support Operations, Sales Operations, Service Coordination or similar roles.
- Experience managing customer issues, escalations, service requests or cross-functional action tracking.
- Strong communication, stakeholder-management and follow-up skills, with the ability to drive closure without direct authority.
- Experience in building materials, manufacturing, construction, interiors or B2B businesses is preferred.
- Graduate degree required; MBA or equivalent qualification is a plus.
Click on Apply to know more.
