Customer Service Manager

3 weeks ago

Akron, United States Veemost Technologies Full time
Job DescriptionJob Description

Job Title: Customer Service Manager

Job Summary: The Customer Service Manager oversees the customer service department, ensuring exceptional service delivery, resolving customer inquiries and issues, and optimizing processes to enhance customer satisfaction. They lead and mentor a team of customer service representatives, set performance targets, and implement strategies to meet and exceed customer service goals. Additionally, they collaborate with other departments to improve products, services, and overall customer experience.

Responsibilities:

  1. Team Leadership:

    • Lead, motivate, and mentor a team of customer service representatives.
    • Set performance objectives, conduct regular performance evaluations, and provide feedback and coaching to team members.
    • Foster a positive and collaborative work environment that encourages teamwork and professional growth.

  2. Customer Service Operations:

    • Oversee daily operations of the customer service department, ensuring prompt and effective resolution of customer inquiries, complaints, and issues.
    • Develop and implement customer service policies, procedures, and standards to ensure consistency and quality of service.
    • Monitor service levels, response times, and customer satisfaction metrics, and implement improvements as needed.
    • Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.

  3. Customer Relationship Management:

    • Build and maintain strong relationships with customers, addressing their needs and concerns to enhance loyalty and satisfaction.
    • Gather and analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
    • Work cross-functionally with other departments such as sales, marketing, and product development to address customer needs and improve products and services.

  4. Training and Development:

    • Develop and implement training programs for customer service representatives to ensure they have the necessary skills and knowledge to deliver exceptional service.
    • Provide ongoing coaching and support to team members to help them achieve their goals and continuously improve their performance.

  5. Reporting and Analysis:

    • Prepare regular reports and analysis on key performance metrics, including customer satisfaction scores, service levels, and team productivity.
    • Use data and insights to make informed decisions, identify areas for improvement, and drive continuous improvement initiatives.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or related field (preferred).
  • Proven experience in customer service management or a similar role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to effectively resolve customer issues and complaints.
  • Proficiency in customer service software and CRM systems.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Strong organizational and problem-solving skills.
  • Ability to thrive in a fast-paced and dynamic environment.

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