CUSTOMER SERVICE MANAGER
Our innovative online retail company is seeking a highly motivated and experienced Customer Service Manager to lead our team, refine processes, and enhance customer communication strategies.
Key Responsibilities:
* Lead a team of customer service agents, ensuring high performance and engagement through recruitment, training, motivation, and oversight.
* Analyse existing customer service policies and processes to identify opportunities for improvement, implementing necessary changes to drive efficiency and effectiveness.
* Track key performance indicators (KPIs) and metrics to evaluate team success and customer satisfaction, making data-driven decisions to inform strategy.
* Ensure clear, consistent, and effective communication with customers across all channels, aligning with company goals and industry best practices.
* Formulate and update customer service policies to reflect business objectives and customer needs, staying up-to-date with industry trends and regulatory requirements.
* Handle escalated customer concerns with professionalism and a focus on resolution, addressing customer feedback and concerns in a timely and effective manner.
* Collaborate closely with other departments to address customer feedback and align service strategies with business objectives, fostering a culture of teamwork and collaboration.
Requirements:
* Proven experience in managing customer service teams in a leadership role, with a track record of success in driving performance and engagement.
* Experience in formulating policy and developing procedures that align with company goals and industry best practices.
* A strong understanding of customer service policies, processes, and best practices, with the ability to analyse and improve existing processes.
* Excellent leadership and motivational skills, with the ability to inspire and empower team members to achieve their best.
* Exceptional verbal and written communication skills, with the ability to communicate effectively with customers, colleagues, and stakeholders.
* Proficiency in using customer service management tools and software, with the ability to leverage technology to drive efficiency and effectiveness.
* An analytical mindset with the ability to interpret data and make informed decisions, using insights to drive strategic planning and continuous improvement.
* Strong problem-solving and conflict-resolution skills, with the ability to handle complex issues and negotiate resolutions that meet customer needs.