Customer Service Manager

Customer Service Manager

We are looking for a dedicated Customer Service Manager to lead and oversee a team of customer service professionals. In this role, you will ensure the seamless execution of the order process from initiation to fulfillment, while fostering a high level of customer satisfaction. The ideal candidate will bring strong leadership skills and a deep understanding of customer service operations.

Responsibilities :

Supervise and manage a team of customer service representatives, providing guidance and support to meet performance goals.

Oversee the entire order process, ensuring accuracy and timely fulfillment to meet customer expectations.

Address and resolve customer inquiries and issues promptly, maintaining high levels of satisfaction.

Implement and monitor customer service protocols to ensure consistent delivery of quality service.

Train and mentor team members to enhance their skills and improve overall team performance.

Collaborate with other departments to streamline processes and enhance operational efficiency.

Analyze customer service metrics to identify areas for improvement and implement corrective actions.

Handle escalated customer service issues with professionalism and poise.

Ensure compliance with company policies and procedures across all customer service activities.

Requirements :

Proven experience in a supervisory or managerial role within a customer service environment.

Strong knowledge of order entry and fulfillment processes.

Excellent communication and problem-solving skills.

Ability to handle escalated issues and provide effective resolutions.

Proficiency in managing call center operations or similar customer service functions.

Demonstrated ability to train, mentor, and motivate a team.

Strong organizational skills and attention to detail.

Familiarity with customer service software and tools is an advantage.