Customer Service Operations 26O25

The Customer Service Operations role is essential in maintaining and improving our organization's customer experience. This position demands an individual with a passion for service excellence and the ability to manage and lead a team of customer service representatives effectively. You will be responsible for overseeing the daily operations of the customer service team and ensuring that the highest standards of customer satisfaction are met. Your role will involve strategizing, implementing, and assessing service policies and procedures to optimize performance and productivity. You must be adept at analyzing data and trends to identify areas for improvement, all while maintaining a positive and encouraging working environment. This dynamic position will see you interacting with various departments across the company to ensure efficient service delivery and support for our valued customers.

Responsibilities

• Oversee daily operations of the customer service department to ensure efficiency.
• Design and implement policies to improve customer satisfaction and service quality.
• Conduct regular assessments of customer service processes to ensure compliance.
• Lead and mentor customer service staff to enhance their skills and performance.
• Develop and manage effective communication channels between departments and customers.
• Handle complex customer issues and resolve conflicts to ensure customer retention.
• Analyze customer feedback and service levels to identify areas for improvement.
• Implement training programs to keep the team updated on best practices and technologies.
• Prepare detailed reports on customer service metrics and present findings to management.
• Coordinate with other departments to develop comprehensive customer service strategies.
• Maintain up-to-date knowledge of industry trends and competitors' customer service practices.
• Develop strategic plans for customer service support in alignment with company goals.

Requirements

• Bachelor's degree in Business Administration, Management, or related field preferred.
• Minimum of three years’ experience in a customer service management role.
• Demonstrable knowledge of customer service principles and practices.
• Excellent leadership and team management skills with a focus on team development.
• Strong problem-solving skills and ability to handle stressful situations effectively.
• Excellent communication skills for interacting with customers and cross-functional teams.
• Proficiency in using customer service software and tools for reporting and analysis.