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Job Description
Provide excellent customer service to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. By oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.
Duties of a customer service manager:
- Setting customer service goals for team members and helping them reach those goals
- Supervise day-to-day operations in the customer service department.
- Create effective customer service procedures, policies, and standards.
- Creating a reliable customer loyalty program
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
- Resolve problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Coordinate with other departments to Solve Customers' Complaints.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Being involved in staff recruitment, appraisals, and train new customer service agents.
- Manage the approved budget of the customer service department.
- Interacting with customers and handling customer queries and complaints in a timely manner
- Maintaining relationships with profitable customers
- Developing feedback or complaints procedures for customers to use.
- Improving customer service procedures, policies and standards for your organization or department.
- Meeting with other managers to discuss possible improvements to customer service.
Job Requirements
- Bachelor’s degree in business administration or relevant field.
- A minimum of 3 years of proven experience in a customer service position.
- Proficiency in Microsoft Office and customer service software.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills
- Problem-solving, Negotiation skills
- Patience, compassion and empathy
- Time management skills
- Excellent communication and time management skills
- Excellent verbal and written communication skills
- Languages: English Professional Level.
- Location: Remotely, from home.
- Home Office: A suitable work location / environment within the home with Computer, High Speed Internet, and Camera.
