Customer Service Manager

Our company is searching for a motivated and experienced Customer Service Manager to lead our customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals. To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.As our new Customer Service Manager, you’ll have the opportunity to:· Help build and implement our CS strategy, process design and operational model· Manage the operational performance of our customer support center· Ensure KPI and SLA adherence· Account management of some of our key commercial customers· Relationship management with key internal teams and external suppliers· Have a 360－degree view of customer pain points via in－depth reporting· Work with our technical teams to reduce contacts by product improvement· Look to improve agent efficiency by understanding where our tools can be improved· Drive improvement of our Sales Force implementation· In－depth analytical reporting of the center's activity and user feedback Responsibilities Supervise day-to-day operations in the customer service department.Respond to customer service issues in a timely manner.Create effective customer service procedures, policies, and standards.Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.Implement an effective customer loyalty program.Maintain accurate records and document all customer service activities and discussions.Assess service statistics and prepare detailed reports on your findings.Hire and train new customer service agents.Manage the approved budget of the customer service department.Stay informed on the latest industry techniques and methods. Requirements Bachelor’s degree in Business Administration or relevant field.A minimum of 5 years’ 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.