Manager - Customer Service

Key Responsibilities:

Team Leadership & Development:

- Manage and mentor a team of customer service agents, ensuring they are well-equipped to handle customer inquiries and issues.

- Foster a positive, collaborative, and results-driven team environment.

- Conduct regular performance reviews, provide feedback, and create development plans to enhance individual skills and team performance.

- Lead recruitment, training, and onboarding of new team members.

Customer Experience Management:

- Ensure that customer inquiries, complaints, and issues are addressed in a timely and professional manner.

- Develop and implement strategies to improve customer satisfaction and loyalty, striving to exceed customer expectations.

- Analyze customer feedback and identify trends to continuously improve service quality.

Operational Efficiency & Strategy:

- Set clear goals and KPIs for the team, ensuring alignment with company objectives and targets.

- Oversee the management of service-level agreements (SLAs) and ensure they are consistently met.

- Implement best practices and process improvements to optimize workflows and enhance operational efficiency.

Cross-Functional Collaboration:

- Collaborate with other departments such as Product, Sales, and Marketing to address customer needs and improve service offerings.

- Provide insights and feedback from customers to help inform product and service development.

Reporting & Analysis:

- Track and report on team performance, customer satisfaction metrics, and service trends.

- Analyze service data to identify areas for improvement and implement action plans.

- Prepare regular reports for senior leadership on customer service performance and key metrics.

Requirements:

Experience:

- Proven experience in a customer service management role (3-5 years for Manager; 5+ years for Senior Manager) in a fast-paced, customer-centric environment.

- Experience in managing a team of customer service agents, including training, performance management, and team building.

- Strong background in customer support strategies, service excellence, and operational management.

Skills:

- Excellent leadership and people management skills with the ability to motivate and inspire a team.

- Strong communication skills, both written and verbal, with the ability to effectively interact with customers and stakeholders at all levels.

- Proficiency in customer service software and tools (e.g., Zendesk, Freshdesk, Salesforce).

- Ability to analyze data, generate insights, and drive actionable improvements.

- Strong problem-solving skills and the ability to handle complex customer issues with professionalism and empathy.