Customer Service Manager
1 week ago
Key Accountabilities:
• Lead, mentor, and develop a team of customer service representatives.
• Provide regular coaching, training, and performance feedback to enhance team skills and service quality.
• Oversee daily operations to ensure smooth and efficient service delivery.
• Establish and monitor key performance indicators (KPIs) to measure team performance and service effectiveness.
• Ensure compliance with company policies, industry regulations, and service level agreements (SLAs).
• Handle customer escalations and resolve complex issues with professionalism and empathy.
• Implement and optimize customer service operational processes.
• Analyze performance metrics and formulate plans to continuously improve customer satisfaction.
• Collaborate with other departments to ensure alignment and a seamless customer experience.
• Assist in developing customer service policies, guidelines, and training materials to ensure consistency in service delivery.
Qualifications:
• Minimum of 5 years of experience in a customer service or leadership role, with a proven track record of managing teams.
• Problem-solving skills with a proactive and customer-first mindset.
• Strong leadership skills with the ability to inspire, motivate, and develop team members.
• Excellent communication skills, both written and verbal, with the ability to handle challenging customer interactions effectively.
• Experience with customer service software, CRM tools, and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk, etc.).
• Ability to analyze data and make data-driven decisions to improve customer service operations.
What We Offer:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and inclusive work environment.
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