Customer Service Manager

Description

• Job TypeFull-Time
• Experience3 Year+
• Min Salary$800+

Key Responsibilities:

- Team Leadership: Manage and lead a team of customer service representatives, providing coaching, mentoring, and performance management.
- Customer Support Strategy: Develop and implement customer service policies, procedures, and best practices to ensure a high standard of customer satisfaction.
- Performance Monitoring: Analyze customer service performance metrics, identify areas for improvement, and develop action plans to enhance service quality.
- Complaint Resolution: Handle escalated customer complaints and issues, ensuring they are resolved promptly and effectively.
- Training and Development: Create and manage training programs to ensure the team is equipped with the necessary skills and knowledge to provide excellent service.
- Reporting: Prepare and present regular reports on customer service performance, customer satisfaction, and team productivity to senior management.
- Collaboration: Work closely with other departments (sales, technical support, etc.) to address customer needs and improve service delivery.
- Continuous Improvement: Identify opportunities for process improvements, technology enhancements, and cost efficiencies.

Qualifications:

- Education: Bachelor’s degree in Business Administration, Communications, or a related field.
- Experience: Minimum of 3-5 years of experience in customer service management, preferably in the ISP or telecommunications industry.
- Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle high-pressure situations and resolve conflicts.
- Proficiency in customer service software, CRM systems, and MS Office.
- Strong analytical and problem-solving abilities.

Preferred Qualifications:

- Experience in a technical support environment.
- Familiarity with ISP products, services, and industry trends.
- Multilingual abilities are a plus.