Description

Position: Customer Service Manager

Key Responsibilities:
Team Leadership: Supervise, train, and motivate a team of customer service agents to meet performance metrics.
Customer Interaction: Address escalated customer issues and ensure resolutions are satisfactory.
Process Improvement: Develop and optimize customer service policies, workflows, and procedures.
Performance Monitoring: Track KPIs, generate reports, and identify areas for improvement in customer service delivery.
Collaboration: Work closely with other departments (e.g., sales, operations, and marketing) to align customer service with business goals.
Problem-Solving: Handle complex or sensitive customer complaints and resolve conflicts effectively.
Desired Skills and Qualifications:
Educational Background: A bachelor’s degree in business administration, communications, or a related field.
Experience: Several years of experience in customer service, with at least 2-5 years in a managerial role.
Skills:
Strong communication and interpersonal skills.
Leadership and team-building abilities.
Analytical and problem-solving skills.
Proficiency in CRM software and data analysis.
Personality Traits: Patience, empathy, and a customer-first mindset.