Customer Service Manager

Job Overview:

The Customer Service Manager at our ISP business center plays a crucial role in ensuring that our customers receive the best possible experience with our internet and related services. You will manage and support the customer service team, oversee day-to-day operations, and work closely with technical teams to resolve issues, ensuring the seamless delivery of services like broadband, fiber-optic internet, and other connectivity solutions. Your goal is to maintain high levels of customer satisfaction while enhancing service efficiency.

Key Responsibilities:

• Team Leadership and Management:
• Lead, supervise, and motivate a team of customer service representatives, technical support agents, and account managers, ensuring that they are well-equipped to handle all customer queries and complaints.
• Conduct regular training on the latest ISP products, troubleshooting methods, and service protocols.
• Set clear objectives and KPIs to assess team performance and continuously improve service delivery.
• Provide ongoing coaching, feedback, and career development opportunities for team members.
• Customer Support and Issue Resolution:
• Handle and resolve escalated customer issues related to service outages, billing, installation, and connectivity problems.
• Ensure quick and effective troubleshooting of common technical issues (e.g., internet connectivity, hardware compatibility, router configuration) or escalate to technical teams when necessary.
• Ensure that customers' problems are handled professionally and resolved in a timely manner, maintaining high customer satisfaction.
• Service Improvement and Innovation:
• Collaborate with technical and network teams to identify recurring issues or areas where service can be improved (e.g., network speed, customer setup processes).
• Develop and implement best practices and standard operating procedures (SOPs) for customer support, billing inquiries, and service requests.
• Collect and analyze customer feedback to propose improvements in service delivery, billing, or support operations.
• Customer Retention and Satisfaction:
• Monitor customer satisfaction levels through surveys, feedback, and direct communication, ensuring that customer expectations are consistently met or exceeded.
• Identify at-risk customers or issues that could lead to churn and work with the team to proactively resolve concerns.
• Develop retention strategies
• Collaboration with Technical and Sales Teams:
• Act as a bridge between the customer service team and the technical support team, ensuring that customer issues requiring technical intervention are addressed promptly.
• Work with the sales team to ensure smooth onboarding of new customers and provide post-sale support for billing and service inquiries.
• Partner with the network operations team to monitor system performance and address service-related issues that may affect customer satisfaction.
• Reporting and Performance Tracking:
• Regularly report on team performance, customer feedback, and resolution times to senior management.
• Analyze trends in customer complaints or service issues and implement corrective actions where necessary.
• Billing and Account Management:
• Supervise customer service representatives handling billing inquiries, account updates, and payment issues.
• Ensure accurate and timely processing of billing disputes, service upgrades, and downgrades.

Skills and Qualifications:

• Experience:
• Proven experience in customer service or technical support management, preferably in the telecommunications or ISP industry (minimum 3-5 years).
• Strong knowledge of ISP services (broadband, fiber, Wi-Fi, routers, network configuration) and common technical troubleshooting steps.
• Leadership Skills:
• Ability to lead a diverse team, manage performance, and inspire a customer-first mentality.
• Experience in creating and managing schedules, shift rotations, and staffing.
• Technical Aptitude:
• Basic understanding of internet technologies, broadband, routers, DNS, IP addresses, and network issues is essential.
• Familiarity with common ISP-related systems like CRM tools, ticketing systems, and customer support platforms.
• Problem Solving:
• Strong critical thinking and troubleshooting abilities to resolve both simple and complex service issues.
• Ability to stay calm under pressure and effectively manage customer expectations, especially during outages or service disruptions.
• Communication:
• Excellent written and verbal communication skills, particularly in explaining technical issues to non-technical customers.
• Ability to handle difficult conversations professionally and tactfully.
• Customer-Centric:
• Passionate about delivering excellent customer experiences and improving service quality.
• Skilled at identifying customer needs and anticipating potential challenges before they escalate.

Tools and Technologies:

• CRM systems
• Billing platforms
• Helpdesk and ticketing systems
• Analytics and reporting software

Education:

• Preferably, a Bachelor's degree in Business Administration, Telecommunications, IT, or a related fieldTop of Form

Job Types: Full-time, Permanent

Benefits:

• Company Christmas gift
• Company events
• Free parking
• On-site parking
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person