Description
We are looking for an experienced and enthusiastic Customer Service Manager to lead our customer service team. The ideal candidate is a proactive problem-solver with exceptional communication skills, a commitment to delivering top-notch service, and the ability to inspire and motivate a team. As a key member of our organization, you will ensure a seamless customer experience, drive satisfaction across all interactions, and play a critical role in assembling and developing a high-performing customer service team.
RequirementsOversee day-to-day operations of the customer service team, ensuring timely and professional responses to customer inquiries via phone, email, or chat.Assemble, train, and develop a high-performing customer service team that aligns with company goals and values.Develop and implement customer service policies, procedures, and best practices.Monitor and analyze customer feedback and interactions to identify areas for improvement.Train, mentor, and support customer service representatives to maintain high-performance standards.Address escalated customer issues and provide effective solutions.Collaborate with other departments to resolve complex issues and improve product/service quality.Prepare and present performance reports, highlighting achievements, challenges, and recommendations.Stay informed about company products, services, and industry trends to offer accurate and up-to-date information to customers.Foster a positive, customer-centric culture within the team.Qualifications: Bachelor's degree in Business Administration, Communications, or a related field (preferred).A minimum of 3 years of experience in customer service roles, with at least 1 year in a leadership position.Proven experience in assembling and managing teams.Exceptional verbal and written communication skills.Strong analytical and problem-solving skills with attention to detail.Proficiency in customer service software and CRM systems.Ability to handle high-pressure situations with professionalism and composure.Empathy and excellent interpersonal skills to work effectively with diverse customers and team members.Flexibility to work evenings, weekends, or holidays as needed.A results-driven mindset and a passion for delivering exceptional customer experiences.
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