L&G Recruitment is seeking a highly skilled Customer Service Manager to lead our Service Desk team in resolving Incidents and Service Requests efficiently. This role requires strong leadership, problem-solving, and communication skills to manage multiple tasks in high-pressure situations.
About the Job
* Estimated Salary: $80,000 - $110,000 per year, depending on experience and location.
* As a Customer Service Manager, you will oversee the performance of the Service Desk team, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies.
* You will conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
* The ideal candidate will have 5-7 years of experience in customer service technology, with Lead experience, and possess strong communication, problem-solving, and organizational skills.
Key Responsibilities
1. Supervise and Manage Team: Oversee the Service Desk team's performance, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies.
2. Performance Reviews: Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
3. Incident Management: Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately.
4. Customer Satisfaction: Follow up on customer dissatisfaction to identify issues and opportunities for service improvement.
5. Collaboration & Reporting: Work with the Service Desk Manager to improve team performance, document activities, and generate reports as needed.
This role offers a competitive salary, benefits package, and opportunities for professional growth and development within a dynamic and innovative organization.