Customer Service Manager
Our innovative online retail company is seeking a highly motivated and experienced Customer Service Manager to lead our team of customer service agents, refine our processes, and enhance our customer communication strategies.
Responsibilities:
* Team Leadership: Recruit, train, motivate, and oversee a team of customer service agents to ensure high performance and engagement.
* Process Improvement: Analyze existing customer service policies and processes to identify opportunities for improvement and implement necessary changes.
* Performance Monitoring: Track key performance indicators (KPIs) and metrics to evaluate team success and customer satisfaction.
* Citizen Communication: Ensure clear, consistent, and effective communication with customers across all channels.
* Policy Development: Formulate and update customer service policies to align with company goals and industry best practices.
* Conflict Resolution: Handle escalated customer concerns with professionalism and a focus on resolution.
* Collaboration: Work closely with other departments to address customer feedback and align service strategies with business objectives.
Requirements:
* 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.