Role Overview:
We are seeking a highly skilled and experienced Customer Service Manager to lead and enhance our customer service operations. This role requires a strategic thinker with proven expertise in managing customer service teams handling both calls and chat interactions. The successful candidate will bring leadership, professionalism, and a results-driven approach to ensure the delivery of exceptional service experiences.
Key Responsibilities:
- Team Leadership: Manage, guide, and inspire a team of customer service representatives to achieve performance targets and maintain service excellence.
- Operational Oversight: Oversee day-to-day operations for both call and chat channels, ensuring efficiency and adherence to company standards.
- Performance Management: Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction, and implement improvement strategies where necessary.
- Training and Development: Identify training needs, provide coaching, and develop programs to enhance team skills and knowledge.
- Customer Escalations: Act as the point of escalation for complex customer inquiries, ensuring prompt and effective resolution.
- Strategic Collaboration: Work closely with other departments to streamline processes and align customer service initiatives with overall business objectives.
- Reporting: Prepare detailed reports on team performance and present insights and recommendations to senior management.
Qualifications and Experience:
- A minimum of 10 years of experience in customer service, with at least 5 years in a managerial role.
- Strong leadership capabilities with a proven track record in managing high-performing teams in both call and chat environments.
- Excellent communication and interpersonal skills, with the ability to foster a positive and professional work culture.
- Advanced proficiency in CRM systems, customer service tools, and data analysis platforms.
- Demonstrated ability to analyze data and drive performance improvements.
- Highly organized, with strong multitasking and decision-making abilities in a fast-paced environment.