Customer Service Manager

Overview 

We are seeking a dedicated and experienced Customer Services Manager to lead our customer service team. The Customer Services Manager will be responsible for overseeing all aspects of customer service operations, ensuring the highest level of customer satisfaction, and continuously improving our service delivery processes. This role requires strong leadership skills, excellent communication abilities, and a passion for providing exceptional customer service.

Key responsibilities and accountabilities

Team Leadership and Management:

• Lead, coach, and develop a high-performing customer service team.
• Set performance goals and conduct regular performance evaluations.
• Foster a positive and collaborative team environment.

Customer Service Operations:

• Oversee daily operations of the customer service department, ensuring efficient and effective service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Monitor and analyze customer service metrics and KPIs to identify areas for improvement.

Customer Satisfaction and Retention:

• Ensure a high level of customer satisfaction by addressing and resolving customer inquiries, complaints, and issues promptly and effectively.
• Implement strategies to enhance customer retention and loyalty.
• Gather and analyze customer feedback to inform service improvements.

Process Improvement:

• Continuously evaluate and improve customer service processes and systems.
• Implement best practices and innovative solutions to enhance service delivery.
• Collaborate with other departments to streamline processes and resolve customer issues.

Training and Development:

• Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
• Keep the team updated on new products, services, and company policies.
• Ensure compliance with industry regulations and standards.

Reporting and Analysis:

• Prepare and present regular reports on customer service performance to senior management.
• Analyze data to identify trends and insights, and to make data-driven decisions to improve service.
• Track and report on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.

Customer Relationship Management:

• Build and maintain strong relationships with key customers.
• Act as a point of escalation for complex customer issues.
• Work closely with call center, community management, business team, and CLM to ensure a seamless customer experience.

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
• Proven experience (typically 5+ years) in a customer service or customer support role, with at least 2 years in a supervisory or management position.
• Excellent leadership and team management skills.
• Strong communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Proficiency in customer service software and CRM systems (e.g., Zendesk, Salesforce).
• Strong problem-solving and conflict-resolution skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Certification in customer service management (e.g., CCXP, CSM).

Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 5-7 days, please assume that at this stage your application has been unsuccessful.