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Customer Service Manager
2 months ago
Michael Page is a leading recruitment agency that specializes in placing top talent in various industries.
Job SummaryWe are seeking a highly skilled Customer Service Manager to lead our customer service team. The ideal candidate will have a proven track record of delivering exceptional customer service and leading high-performing teams.
Key Responsibilities- Team Leadership: Hire, train, and manage a team of customer service representatives to ensure excellent customer service delivery.
- Performance Monitoring: Set performance goals, evaluate staff performance, and provide feedback and coaching to improve customer service metrics.
- Customer Satisfaction: Ensure customer inquiries and complaints are handled promptly and effectively, aiming for high customer satisfaction levels.
- Process Improvement: Develop and implement policies and procedures to enhance service efficiency and quality.
- Problem Resolution: Handle escalated customer issues and find timely, effective solutions.
- Reporting: Analyze service metrics and prepare reports to track performance and identify areas for improvement.
- Collaboration: Work with other departments to ensure a seamless customer experience and address systemic issues.
- Technology Utilisation: Oversee the use and maintenance of customer service software and tools.
- Budget Management: Manage the customer service department's budget and resources.
- Strategy Development: Contribute to the development of customer service strategies and initiatives to improve overall service delivery.
- Strong Leadership Skills: Ability to motivate, guide, and manage a team effectively.
- Excellent Communication: Clear and effective verbal and written communication skills.
- Problem-Solving Abilities: Skilled in identifying issues and implementing solutions swiftly.
- Empathy and Patience: Understanding and addressing customer concerns with patience and care.
- Organisational Skills: Efficient in managing multiple tasks, priorities, and deadlines.
- Customer-Centric Mindset: Commitment to providing exceptional customer service and improving customer satisfaction.
- Analytic Thinking: Ability to analyze data and metrics to drive performance improvements.
- Adaptability: Flexibility to handle changing environments and unexpected challenges.
- Technological Proficiency: Comfortable using customer service software and tools.
- Positive Attitude: Maintaining a positive outlook and inspiring the same in their team.
