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Customer Service Operations Specialist
2 weeks ago
The Customer Experience Manager will be responsible for leading and elevating customer service operations to ensure every interaction reinforces our client's reputation for excellence and expertise.
Key Responsibilities:- Team Development: Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the employee lifecycle for your team, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure your team is equipped to handle complex technical inquiries and provide accurate expert advice.
- Plan and implement after-sales service initiatives to proactively follow up on customer satisfaction, ensure the performance of supplied parts, and gather vital feedback.
- Act as a key point of contact for escalated customer issues, utilizing problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
- Collaborate with service agents and internal units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within the automotive, trade, or related technical industry.
- Proven Bachelor Degree or Equivalent.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Ability to lead, develop, and inspire a team in a fast-paced environment, with a focus on coaching and mentorship.
- Exceptional communication and interpersonal skills, with the ability to build rapport with clients and liaise effectively with internal staff.
- A proactive problem-solving mindset with a focus on continuous improvement and customer satisfaction.
- Administrative skills and proficiency with CRM systems and standard office software.
