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Build an experience for customers which leads to satisfaction. Advocate for customers in company-wide decisions. Assists in company branding in overall.
Role
Customer Service Manager role is to manage and oversee the organization’s customer service operations to maintain customer relationships and meets organizational objectives. Ensuring that the customers are satisfied. Increasing department performance level, improving loyalty programs, and building customer satisfaction purposes.
Authority
Leading customer satisfaction department
Day-to-day decision making upon strategies
Create effective customer service SLAs, procedures, policies, and standards.
Hire and train new customer service agents.
Set key performance indicators and incentive plan
Responsibility
Managing daily operations in the customer service department
Set world-class standards and KPI
Maintain SLA overall and individually
Set the documentation process
Plan, prioritize and delegate tasks to ensure the proper functioning of the department
Set processes for complex and escalated issues
Identify and implement strategies to improve quality of service, productivity, and profitability
Liaise with other departments and management to support and implement growth strategies
Initiate customer satisfaction related projects
Drafts and implements the department’s budget
Requirements
Earned a degree in Business Administration or similar area
5+ years' experience in a customer service related experience required, with prior management experience in a call center environment preferred
Strong knowledge of customer service principles and practices
Having the previous experience with customer service software, databases, and CRM tool
Ability to adapt within a fast-paced and constantly changing environment
Strong communication skills
Strong analytical and problem-solving skills
Ability to inspire confidence and create trust within the team
Ability to work under pressure, plan personal workload effectively and delegate.
Proficient with Microsoft Office Suite
Benefits
It's always a good idea to include the benefits of the job the company will provide such as:
Flexible hours to give you freedom and increase productivity
