Customer Service Manager
4 weeks ago
Responsibilities:
Team Leadership:
- Lead and manage a remote customer service team to ensure exceptional service delivery
- Foster a positive and collaborative team culture, providing guidance and support as needed
- Conduct regular team meetings to communicate updates, goals, and performance expectations
- Establish and monitor Key Performance Indicators (KPIs) for the customer service team
- Conduct regular performance reviews, offering constructive feedback and recognition for achievements
- Implement strategies to improve team performance and individual growth
- Develop and maintain comprehensive Standard Operating Procedures (SOPs) for the customer service department
- Ensure team adherence to SOPs to maintain consistent service quality
- Proficient in ASANA for task management and team collaboration
- Familiarity with Santa Cruz, Oddessy CRM, and Voyager Software is a plus
- Resolve escalated customer issues promptly and effectively
- Collaborate with other departments to address customer concerns and improve overall service
- Identify and implement process improvements to enhance efficiency and customer satisfaction
- Work cross-functionally to streamline communication and coordination between departments
- Minimum of 5 years of experience in a Team Leader/Managerial role
- Proven experience in managing remote teams
- Strong proficiency in ASANA; familiarity with Santa Cruz, Oddessy CRM, and Voyager Software is desirable
- Ability to create, implement, and optimize Standard Operating Procedures (SOPs)
- Excellent leadership, communication, and problem-solving skills
- Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently
- Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you
- Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client's business needs and any specific policies or preferences they may have in this regard
Schedule: TBD
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