Customer Service Manager

Job Description

Job Description

Customer Service Manager is responsible for the continuous improvement of practices, leading the delivery of best customer service as well as the leading the strategic alignment for the company’s continuous fast growth. This role will provide leadership and direction to the Customer Service team to ensure that an excellent standard of service is provided and maintained.

Job Duties :

• Maintain an expert understanding of Sunny products and operations to better understand the needs of the customer and the needs of the company.
• Plans, coordinates, and assists with the daily workflow to achieve maximum productivity
• Oversee a team of customer service teams and ensure they are providing an exceptional customer experience.
• Ensure customer part orders are shipped, accurately, in timely manner.
• Monitor and oversee the Customer Service Team processes and quality.
• Builds relevant solutions and product enablement support.
• Review emails, chat, and phone call communications ensuring that company policies and ideals are upheld
• Resolve complex, escalated customer problems or disputes in a professional manner.
• Coach and support team members to help them meet departmental goals.
• Keep records and documentation of customers' interactions for training purposes.
• Create monthly departmental reports to determine whether KPIs are being met and where there is room for improvement.
• Constantly provide customer feedback to internal cross-functional teams to improve product and customer experience.
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service representatives.
• Process customer returns and manage return inventory Requirements Process customer returns and manage return inventory Requirements
• Improve customer service procedures, policies, and standards for the customer support department.
• Review processes, propose efficiency improvements, and implement process improvements

Requirements :

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