SpringRock Group is a privately held energy company with main focus in Oil and Gas and Power sectors of the energy domain. Our vision is to be the leading provider of services in the domains that we participate and we work with like-minded organization to explore and exploit oil and gas deposits. We also aim to be the partner of choice for Technical partners...

We are seeking an experienced and results-driven Service Support Center Manager to lead and manage its Service Support Center operations. The successful candidate will be responsible for delivering exceptional customer experience, driving service excellence with a sales-focused mindset, and leading a high-performing service delivery team. This role requires strong leadership, customer-centric thinking, and the ability to build lasting client relationships while ensuring operational efficiency and compliance.

Key Responsibilities

• Develop and implement effective customer service procedures, policies, and standards
• Lead, motivate, and manage the Service Support Center team to achieve customer satisfaction and business goals
• Supervise daily service delivery operations and ensure timely resolution of customer issues
• Maintain accurate documentation, service records, and customer interactions
• Hire, train, coach, and mentor customer service agents
• Monitor service performance metrics, client satisfaction, and prepare detailed reports
• Upsell products and services to ensure repeat business and revenue growth
• Liaise with internal departments and third-party service providers to resolve client issues
• Set up, manage, and continuously improve the service desk for productivity and efficiency
• Ensure compliance with industry regulations, company policies, and QHSE standards
• Stay updated on industry trends, innovations, and best practices

Requirements & Experience

• Minimum of 16 years post-graduation experience in process-oriented organizations
• At least 10 years’ experience in a Customer Service/Support Center environment
• Minimum of 4 years at a managerial level in customer experience or service delivery
• Strong understanding of service delivery, customer experience, sales, and negotiation techniques
• Proven leadership and people management experience
• Sales-oriented mindset with passion for service excellence
• Proficiency in Microsoft Office and customer service software
• Hands-on experience with CRM and ERP systems (knowledge of Zoho is an advantage)
• Excellent written and verbal communication skills
• Strong organizational, multitasking, and analytical skills

Method of Application

Interested and qualified candidates should forward their CV to: Izabelle@5cee.com using the position as subject of email.