Customer Service Operations 24D25

We are seeking a dedicated and efficient Customer Service Operations Specialist to join our team. This role demands a high level of communication skills and a profound ability to resolve customer issues effectively and swiftly. The selected candidate will be responsible for managing customer interactions across multiple platforms, ensuring an outstanding customer experience that builds strong customer loyalty. The ideal candidate is an organized problem-solver, capable of working under pressure and adapting to dynamic situations with a positive attitude. This position is perfect for those passionate about customer relations and committed to contributing to a positive and efficient work environment.

Responsibilities

• Manage and resolve customer inquiries and complaints via email and phone promptly.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Coordinate with internal teams to ensure timely and accurate resolutions to customer issues.
• Provide customers with accurate information about products, services, and company policies.
• Analyze customer feedback and implement improvements in customer service procedures.
• Supervise the daily operations of the customer service team to achieve KPIs.
• Train and onboard new customer service representatives as needed.
• Develop and update customer service protocols to enhance customer satisfaction.
• Foster a customer-centric culture within the team to ensure high service quality.
• Assist in the development of customer service policies and procedures.
• Compile and present reports on customer service activities to management regularly.
• Monitor team performance and propose areas for improvement to meet business goals.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 3 years experience in customer service or operations roles.
• Strong verbal and written communication skills are essential for this role.
• Familiarity with CRM systems and best practices for customer interaction.
• Ability to handle high-stress situations with a focus on problem-solving and resolution.
• Demonstrated leadership ability in past customer service or similar roles.
• Excellent organizational skills and attention to detail are necessary.
• Proficiency in Microsoft Office Suite, particularly Excel, for reporting purposes.