Customer Service Manager (225-1008)

As a Customer Service Manager, you will be responsible for leading and overseeing our customer service team to ensure customers receive exceptional support and service. Your role will involve managing the day-to-day operations, developing strategies to enhance customer satisfaction, and directly addressing customer complaints. You will work closely with other departments to ensure that the company's customer service quality benchmarks are met and exceeded. Your leadership will drive the team to handle inquiries efficiently, resolve issues adeptly, and maintain a positive experience for our customers. If you have a passion for customer care and a commitment to service excellence, this position offers you the opportunity to make a significant impact on customer relations and brand loyalty.

Responsibilities

• Lead and manage a team of customer service representatives to achieve high performance.
• Develop and implement best practices for improving customer interaction and satisfaction.
• Monitor daily operations to ensure efficiency and compliance with established policies.
• Analyze customer feedback to identify areas for improvement in service delivery.
• Resolve escalated customer complaints swiftly and to the customer's satisfaction.
• Coordinate with the sales and product development teams to align service goals.
• Conduct regular training sessions to enhance team skills and knowledge.
• Prepare and present reports on team performance and customer satisfaction metrics.
• Design and review customer service processes to improve efficiency and effectiveness.
• Set and track customer service performance goals and objectives for team members.
• Ensure that customer service policies are revised and updated according to trends.
• Oversee the integration of new technologies to optimize customer service operations.

Requirements

• Bachelor's degree in Business Administration or a related field is preferred.
• Proven experience in a customer service management role or similar position.
• Strong leadership skills with an ability to motivate and manage teams effectively.
• Excellent communication and interpersonal skills to interact with all stakeholders.
• Analytical skills to interpret data and develop insights for continuous improvement.
• Experience with customer service software and CRM systems is highly advantageous.
• Ability to handle pressure and resolve customer issues promptly and efficiently.