Details
Job Responsibilities:
- Lead and develop the customer service team (recruit, train, coach, performance management).
- Develop and implement customer service strategies and policies for a positive experience across all channels.
- Monitor customer feedback and KPIs to identify improvement areas.
- Manage daily customer service operations and ensure SLA adherence.
- Act as escalation point for complex customer issues and ensure resolution.
- Collaborate with other departments to improve the customer journey.
- Analyze root causes of issues and implement preventative measures.
- Prepare reports on customer service performance.
- Manage the customer service budget (if applicable).
Skills and Qualifications:
- Proven experience in customer service management.
- Strong leadership, coaching, and mentoring skills.
- Excellent communication (written and verbal) and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Proficiency in CRM systems and customer service software.
- Analytical skills for interpreting data and insights.
- Customer-centric mindset and passion for excellent service.
- Ability to remain calm under pressure.
- [Desirable: Bachelor's degree in a relevant field.]
- [Desirable: Experience in [Industry-specific experience].]
Benefits
Lots of benefits
