Customer service manager

Job Description

This is a remote position.

Key Responsibilities :

1. Team Leadership and Management : Lead the customer service team, providing direction, training, and support to ensure staff are well-equipped to handle customer inquiries and issues.

2. Customer Satisfaction : Oversee the handling of customer inquiries, complaints, and feedback, ensuring high levels of customer satisfaction.

Develop strategies to improve customer service quality.

3. Performance Monitoring : Monitor team performance against set KPIs (Key Performance Indicators) and customer service metrics.

4. Process Improvement : Continuously assess and enhance customer service procedures, policies, and standards. Implement best practices in customer service.

5. Customer Engagement : Develop and oversee customer engagement strategies, including communication channels such as email, phone, and social media.

6. Feedback Analysis : Regularly analyze customer feedback and service metrics to identify trends and areas for improvement.

7. Training and Development : Develop and implement training programs for customer service staff to enhance their skills and knowledge.

8. Issue Resolution : Act as a point of escalation for complex or high-priority customer issues. Ensure effective resolution of these issues in a timely manner.

9. Reporting and Documentation : Prepare detailed reports on customer service operations and outcomes. Maintain accurate records of customer interactions, transactions, feedback, and complaints.

10. Cross-functional Collaboration : Work closely with other departments, such as sales and technical support, to ensure a cohesive customer experience.

Requirements

Qualifications :

• 3-5 years of experience managing customer service teams
• Proven experience in a customer service leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in customer service software, databases, and tools.
• Ability to analyze data and understand customer service metrics.
• Strong problem-solving and decision-making abilities.
• Commitment to delivering exceptional customer service.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience working with an ISP or utility preferred.
• Flexibility to cover different time zones or peak periods.

Requirements

Qualifications : - 3-5 years of experience managing customer service teams - Proven experience in a customer service leadership role.

• Strong leadership and team management skills. - Excellent communication and interpersonal skills. - Proficiency in customer service software, databases, and tools.
• Ability to analyze data and understand customer service metrics. - Strong problem-solving and decision-making abilities.
• Commitment to delivering exceptional customer service. - Bachelor’s degree in Business Administration, Communications, or a related field.
• Experience working with an ISP or utility preferred. - Flexibility to cover different time zones or peak periods.

Last updated : 2023-11-30