Customer Service Operations Manager
3 weeks ago
Job Summary: We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at Permaseal. As a key member of our customer care department, you will play a critical role in ensuring exceptional service delivery and high customer satisfaction.
About the Role: The successful candidate will have the opportunity to lead and manage a team of customer care representatives, provide coaching and mentoring, and ensure that all customer interactions meet our high standards.
Key Responsibilities:
- Lead and manage a team of customer care representatives, providing guidance and support to ensure excellent service delivery.
- Develop and implement effective training programs to enhance the skills and knowledge of customer care team members.
- Maintain accurate records and reports on customer interactions, feedback, and performance metrics.
- Collaborate with cross-functional teams to identify opportunities for process improvements and implement changes to enhance customer experience.
- Assist in handling escalated customer issues, working to resolve complaints and complex cases promptly and effectively.
Requirements:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum 3 years of experience in customer service management, preferably in a leadership role.
- Strong organizational and communication skills, with the ability to work effectively in a fast-paced environment.
- Excellent analytical and problem-solving skills, with the ability to identify and resolve complex customer issues.
- Ability to work independently and as part of a team, with a strong focus on customer satisfaction and retention.
- Estimated Salary: $60,000 - $80,000 per annum.
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