Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to lead and manage our customer service team. In this role, you will be responsible for ensuring a positive customer experience by delivering exceptional service, improving customer satisfaction, and driving team performance. You will oversee daily operations, resolve escalated issues, and implement best practices to enhance the overall customer service strategy.

Key Responsibilities:

• Lead, motivate, and manage the customer service team to ensure high performance and excellent customer service standards.
• Develop and implement customer service policies, procedures, and best practices to improve customer satisfaction and operational efficiency.
• Monitor and analyze customer service metrics, such as response times, customer satisfaction, and issue resolution rates, to drive continuous improvement.
• Handle complex or escalated customer inquiries and complaints, providing prompt, professional, and effective resolutions.
• Conduct regular performance reviews, coaching, and training to ensure that team members are equipped with the necessary skills and knowledge.
• Collaborate with cross-functional teams (sales, product, marketing) to ensure customer feedback is addressed and improvements are made to products and services.
• Develop and manage customer service initiatives that align with the company’s goals, focusing on customer retention and loyalty.
• Implement customer service technologies and tools to enhance team productivity and streamline processes.
• Manage staffing schedules, ensuring that the customer service team is adequately staffed during peak periods.
• Maintain a deep understanding of company products and services to provide accurate and helpful information to customers.
• Stay updated on industry trends and competitor activities to identify opportunities for enhancing the customer experience.