Customer service manager

JOB PURPOSE or JOB SUMMARY :

To oversee the operations of the Customer Service department which includes maintaining a Service Center for all clients and accounts, provides prompt service to all inquiries and guides the customer service department to exceptional customer satisfaction.

ESSENTIAL DUTIES and RESPONSIBILITIES :

• Provide strategic direction and leadership to the customer service department to ensure efficient, timely, and accurate processing of all work.
• Develop best practices for customer service functions; design and implement standard operating procedures for call scripts and emails.
• Analyze changes in company products and procedures that affect the customers and implement appropriate changes.
• Field customer service calls and enter orders, improve customer service experience, and create engaged customers to facilitate growth.
• Support the establishment and maintenance of long-term relationships with customers.
• Act as subject matter expert on customer service process and conflict resolution for customers.
• Lead or participate in meetings representing the customer service perspective. Analyze data and create reports to provide leadership with insight on service calls.
• Develop and maintain a positive and professional work environment for customer service team.
• Train, motivate, and develop staff in order to meet the current and future needs of the department and the company.
• Design and implement key performance indicators and goals for successful role performance across the department.
• Comply with, support, and enforce policies and procedures within the department.
• Perform other duties as requested.

QUALIFICATIONS :

• Bachelors degree preferred; minimum of five years of customer service and management experience required.
• Excellent verbal and written communication skills.
• Strong decision-making skills.
• Extensive knowledge of customer service procedures and principles.
• Well organized and detail oriented, with the ability to work on multiple projects simultaneously.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Advanced level computer skills MS Office a must.

Last updated : 2024-04-23