About the Role:
We are seeking a passionate and customer-centric Customer Service Manager to join our clients team and lead their customer service representatives in providing exceptional service. You will be responsible for overseeing all aspects of the customer service operation, ensuring a positive customer experience and driving high customer satisfaction.
Responsibilities:
* Lead, coach, and develop a high-performing customer service team, fostering a positive and motivated work environment.
* Set clear customer service goals, develop and implement effective customer service strategies, and measure performance against key metrics.
* Recruit, interview, and hire qualified customer service representatives.
* Conduct performance reviews and provide ongoing coaching and feedback to improve team skills and knowledge.
* Analyze customer feedback, identify trends, and implement improvements to address customer needs and concerns.
* Develop and maintain customer service protocols, procedures, and knowledge base resources.
* Ensure efficient and timely resolution of customer inquiries and complaints through various channels (phone, email, chat).
* Escalate complex customer issues to the appropriate departments and ensure customer satisfaction with resolutions.
* Monitor customer service operations and identify opportunities for improvement.
* Collaborate with other departments (e.g., Sales, Marketing) to ensure a seamless customer experience.
* Stay up-to-date on industry best practices and trends in customer service.
Qualifications & Skills:
* Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
* Minimum 2 years of experience in a customer service leadership role.
* Proven track record of success in building and motivating high-performing customer service teams.
* Strong understanding of customer service principles and best practices.
* Excellent communication, interpersonal, and conflict resolution skills.
* Strong analytical and problem-solving skills.
* Excellent coaching and mentoring skills.
* Ability to prioritize multiple tasks and manage time effectively.
Benefits:
* Competitive salary and benefits package.
* Opportunity to lead and develop a high-performing team.
* Work in a fast-paced and dynamic environment.
* Make a positive impact on customer satisfaction and company growth.
* Continuous learning and development opportunities.