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Customer Success Manager
1 week ago
We are seeking a dedicated Customer Service Manager to oversee our team and ensure exceptional customer experiences. The ideal candidate will lead by example, providing guidance and support to our customer service representatives while maintaining a proactive approach to issue resolution and process improvement.
Key Responsibilities
1. Team Leadership: Manage and mentor a team of customer service representatives, fostering a collaborative and motivated work environment.
2. Customer Interaction: Handle escalated customer inquiries and complex issues with professionalism and empathy.
3. Problem Resolution: Investigate and resolve customer complaints effectively, ensuring prompt and satisfactory resolutions.
4. Product and Process Expertise: Develop a comprehensive understanding of our products, services, and operational procedures to provide accurate information and guidance to both customers and team members.
5. Performance Monitoring: Monitor team performance metrics, such as response time, first-call resolution, and customer satisfaction ratings, to ensure targets are met or exceeded.
6. Collaboration: Work closely with cross-functional teams including sales, technical support, and operations to enhance the overall customer experience and streamline processes.
7. Continuous Improvement: Identify opportunities for process improvements based on customer feedback and industry best practices.
8. Reporting: Maintain accurate records of customer interactions and prepare regular reports on team performance and customer feedback for management review.
Requirements
1. Leadership: Proven experience in a supervisory or managerial role within a customer service environment.
2. Communication: Excellent verbal and written communication skills, with the ability to effectively interact with customers and team members at all levels.
3. Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering practical solutions.
4. Customer Focus: Dedication to providing outstanding customer service and maintaining a customer-centric approach within the team.
5. Technical Skills: Proficiency in CRM systems and other relevant software applications; familiarity with Microsoft Office suite.
6. Education: Bachelor's degree in Business Administration, Management, or a related field is preferred.
7. Flexibility: Ability to work flexible hours as needed to support the team, including evenings, weekends, and holidays.
8. Team Player: Demonstrated ability to collaborate effectively with diverse teams and departments.
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