Customer Service Manager 30N25

As a Customer Service Manager, 30N25, you will be at the forefront of our customer-centric approach, tasked with ensuring that our customers receive top-level service and support. You will play a critical role in leading and developing a team of customer service representatives to deliver exceptional service, resolve customer issues, and foster a culture of satisfaction and loyalty. Your expertise in managing and improving service delivery protocols will assist in upholding the company’s reputation for reliability and quality service. You will collaborate closely with other departments to align customer service initiatives with broader business objectives and steer the team towards achieving these goals. This role demands a dynamic individual with excellent problem-solving skills and a deep commitment to enhancing the customer experience and operational efficiency.

Responsibilities

• Lead and oversee a team of customer service representatives to ensure service excellence.
• Develop and implement strategies that enhance customer satisfaction and loyalty.
• Monitor and evaluate the performance of the customer service department against defined KPIs.
• Handle complex customer service issues and provide solutions inline with company policies.
• Foster a positive, productive environment where team members feel motivated and engaged.
• Collaborate with cross-functional teams to ensure a unified approach to customer service.
• Maintain a comprehensive understanding of our products and services to improve customer support.
• Identify opportunities for process improvements and spearhead initiatives to implement change.
• Prepare regular reports on department performance and customer service metrics.
• Ensure compliance with regulatory requirements and company standards in all customer interactions.
• Provide training and development opportunities to staff to enhance their service capabilities.
• Conduct regular feedback sessions with customers to gather insights and refine service delivery.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field preferred.
• Proven experience in a customer service leadership role, managing a team effectively.
• Exceptional communication and interpersonal skills and a customer-centric mindset.
• Strong problem-solving abilities and the capability to handle stressful situations calmly.
• Excellent organizational skills with a keen eye for detail and process improvement.
• Proficiency in using customer service software and managing telephony systems efficiently.
• Ability to develop strategies and manage multiple projects simultaneously to completion.