Customer Service Manager

2 weeks ago


Largo, Florida, United States Gabtech Global, LLC Full time
Job Description

PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING

JOB TITLE:
CUSTOMER SERVICE MANAGER (Remote - WFH)

OFFER RATE:
PHP 260 per hour (Full-time)

Working Hours:
TBD (usually US hrs Night shift)

JOB DESCRIPTION:
We are seeking a proactive and experienced Customer Service Manager to lead our dynamic customer care and retention team.

The ideal candidate will have a strong background in managing customer-focused teams and implementing effective strategies to enhance customer satisfaction and retention rates.


JOB RESPONSIBILITIES:
Lead and mentor a team of customer care representatives to deliver exceptional service and support to our valued customers.
Develop and implement customer retention strategies to foster long-term relationships and reduce churn rates.
Analyze customer feedback and data to identify areas for improvement and implement actionable solutions.
Collaborate with cross- functional teams to develop targeted customer engagement campaigns and promotions.
Monitor key performance indicators (KPIs) related to customer satisfaction, retention rates, and team promotions.
Monitor key performance indicators (KPIs) related to customer satisfaction, retention rates, and team performance.
Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolution.
Respond to review emails from customers in a timely and professional manner, addressing any concerns or issues raised.
Investigate and handle BBB complaint cases against the company, ensuring compliance with BBB standards and regulations.
Develop and implement strategies to prevent future BBB complaints and enhance overall customer satisfaction.

JOB REQUIREMENTS:
Upper management experience
Experienced as a Customer Service Manager or similar role
Experienced as a Customer Care Representative
Experienced leading and mentoring individuals

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