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Customer Service Excellence Manager
2 weeks ago
We are seeking an experienced and dynamic Customer Service Manager to lead and elevate our customer service operations.
Job DescriptionThe ideal candidate will be responsible for overseeing the entire customer journey, from initial inquiry to post-sales support, ensuring every interaction reinforces our reputation for excellence and expertise.
- Lead a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
- Manage the full employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Provide daily direction, constructive feedback, and coaching to ensure the team is equipped to handle complex technical inquiries and provide accurate, expert advice.
Key qualifications include:
- A minimum of 1+ years of experience in a customer service management or team leadership role, preferably within a technical industry.
- Proven Bachelor Degree or Equivalent.
- Experience in developing and implementing customer service procedures, SLAs, and performance metrics.
- Strong communication and interpersonal skills, with the ability to build rapport with a trade-savvy clientele and liaise effectively with internal technical staff.
This is a pivotal leadership role designed for a hands-on manager who thrives in a technical, trade-focused environment. You will be part of a team dedicated to providing exceptional service to a knowledgeable B2B clientele, requiring a blend of people leadership, process improvement, and a deep understanding of customer needs in a technical industry.
The number of assignments offered will depend on your availability, your ability to successfully complete the tasks, your location, willingness to travel, flexibility and reliability.
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