CUSTOMER SERVICE MANAGER
My client, an innovative online retail company dedicated to delivering exceptional customer experiences that drive loyalty and satisfaction, is looking to hire 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: Analyse 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.
· Customer 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.
If you are interested in this position, please hit the 'Apply Now' button or email [email protected] for more information.
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