Customer Service Manager (225-824)

We are seeking a highly dedicated and experienced Customer Service Manager to lead and enhance our customer support team. The ideal candidate will possess a passion for customer satisfaction and an ability to manage and mentor a diverse team of customer service professionals. As a Customer Service Manager, you will oversee all facets of the customer service department, ensuring that our clients receive outstanding service, prompt solutions, and that their needs are effectively met. This role requires strategic thinking, excellent communication skills, and a commitment to improving customer service processes. If you are proactive and thrive in a challenging but rewarding environment, we would love to hear from you.

Responsibilities

• Develop, implement, and maintain customer service policies and procedures to enhance customer satisfaction.
• Lead, mentor, and motivate a team of customer service representatives to deliver excellent support.
• Analyze customer service performance metrics and report on trends to senior management.
• Resolve complex customer issues, complaints, and questions promptly and professionally.
• Coordinate with other departments to ensure seamless communication and overall customer experience.
• Identify opportunities to upskill team members and improve service delivery methods.
• Maintain thorough knowledge of company products and services to provide accurate information to customers.
• Drive initiatives to improve customer retention and satisfaction scores through surveys and feedback.
• Ensure compliance with company policies and legal regulations related to customer service.
• Oversee the recruitment, training, and development of customer service team members.
• Manage customer service budgets, resources, and schedules efficiently and within allocated limits.
• Prepare and present regular reports on customer service operations to stakeholders.

Requirements

• Bachelor's degree in business administration, communications, or a related field.
• Proven experience in a customer service or management role for at least three years.
• Exceptional leadership, communication, and interpersonal skills to manage diverse teams.
• Strong problem-solving skills and the ability to handle difficult customers effectively.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Ability to analyze data and produce insightful reports to drive decision-making.
• Demonstrated competence in managing budgets, resources, and strategic planning.