Customer Service Manager
3 months ago
Why You'll Love Working With Us:
- Competitive Salary & Benefits: Enjoy a generous package and comprehensive benefits.
- Career Growth: Advance your career with ongoing training and development opportunities.
- Supportive Environment: Be part of a collaborative team that values your input and expertise.
- Community Impact: Make a difference in the lives of our customers and community.
A Customer Service Manager is responsible for:
- Team Leadership: Hiring, training, and managing customer service representatives to ensure a high-performing team.
- Performance Monitoring: Setting performance goals, evaluating staff performance, and providing feedback and coaching.
- Customer Satisfaction: Ensuring customer inquiries and complaints are handled promptly and effectively, aiming for high customer satisfaction levels.
- Process Improvement: Developing and implementing policies and procedures to enhance service efficiency and quality.
- Problem Resolution: Handling escalated customer issues and finding timely, effective solutions.
- Reporting: Analysing service metrics and preparing reports to track performance and identify areas for improvement.
- Collaboration: Working with other departments to ensure a seamless customer experience and address systemic issues.
- Technology Utilisation: Overseeing the use and maintenance of customer service software and tools.
- Budget Management: Managing the customer service department's budget and resources.
- Strategy Development: Contributing 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 analyse 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.
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