About Your New Employer
We have partnered with an innovative online retail company dedicated to delivering exceptional customer experiences that drive loyalty and satisfaction.
We are looking for a highly motivated and experienced Customer Service Manager to lead a team of customer service agents, refine processes, and enhance customer communication strategies.
About Your New Job
As the Customer Service Manager you will:
* Recruit, train, inspire, and manage a team of customer service representatives to ensure optimal performance and engagement.
* Evaluate current customer service policies and procedures to identify areas for enhancement and implement necessary improvements.
* Monitor key performance indicators (KPIs) and metrics to assess team effectiveness and customer satisfaction.
* Maintain clear, consistent, and efficient communication with customers across all communication channels.
* Develop and update customer service policies to ensure alignment with company objectives and industry standards.
* Address escalated customer issues with professionalism, focusing on finding effective resolutions.
* Partner with other departments to respond to customer feedback and align service strategies with overall business goals.
What Skills You Need
* Experience in managing customer service teams in a leadership role.
* Experience in formulating policy.
* Strong understanding of customer service policies, processes, and best practices.
* Excellent leadership and motivational skills.
* Exceptional verbal and written communication skills.
* Proficient in using customer service management tools and software.
* Analytical mindset with the ability to interpret data and make informed decisions.
* Strong problem-solving and conflict-resolution skills.
What's on Offer
* A competitive salary range of €50,000 - €60,000 DOE.
* Hybrid work available.
* On-site free parking.
* Opportunities for professional development and career growth.
* The chance to make a meaningful impact on our customer experience strategy.