Customer Service Manager 30J25

As a Customer Service Manager, you will be at the forefront of ensuring a positive customer experience by leading and developing a team dedicated to customer satisfaction. Your role is crucial in managing the day-to-day operations, setting customer service goals, and ensuring the team meets them. You will be responsible for driving customer loyalty and retention through effective service strategies and communication. With both strategic and tactical operational duties, you will contribute to continuous improvement processes and provide insights into customer needs while guiding your team in optimizing their customer interactions. This position requires a blend of leadership skills, customer service expertise, and the ability to analyze service trend data to support key business decisions. Your efforts are pivotal in enhancing the company’s reputation for superior customer service and support.

Responsibilities

• Lead and manage the customer service team to achieve high performance and goal attainment.
• Develop, implement, and review customer service policies and procedures regularly.
• Coordinate training programs to ensure staff are well-equipped to handle customer inquiries efficiently.
• Analyze customer service trends and provide reports to senior management for process improvements.
• Handle complex customer complaints and resolve issues in a timely manner to ensure satisfaction.
• Collaborate with other departments to align customer service activities with organizational objectives.
• Monitor and ensure key performance indicators are met by the customer service team.
• Facilitate regular team meetings to address challenges and share updates on service strategies.
• Oversee the recruitment and onboarding process for new customer service staff.
• Maintain up-to-date knowledge of industry developments and apply innovative solutions.
• Maintain a high standard of ethics and ensure team adherence to company policies.
• Evaluate team performance and provide coaching and feedback for development.

Requirements

• Bachelor’s degree in Business Administration, Customer Service, or related field.
• Proven experience in managing a customer service team in a leadership role.
• Strong problem-solving skills and ability to handle challenging customer interactions.
• Excellent written and verbal communication skills are essential for this role.
• Ability to understand and analyze customer service performance metrics effectively.
• Proficient in using customer relationship management software and other related tools.
• Exceptional organizational skills and ability to multitask in a fast-paced environment.