Customer Service Manager
Job Description
Job Description
Customer Service Department Manager
Ridgefield Park, NJ (In-Person)
130-150k
Are you a dynamic leader ready to take ownership of a thriving customer service department? Join our team, a leading online retailer committed to delivering exceptional service to our customers.
Job Description :
As the Customer Service Department Manager, you'll spearhead our team of 40+ customer service representatives, both on-site and remote, handling phone, live chat, and email support.
Your primary objective is to ensure unparalleled service and satisfaction for our online sales customers.
Key Responsibilities :
- Take full ownership of the customer service department, leveraging previous experience in leadership roles.
- Infuse energy and enthusiasm into the team to drive performance and morale.
- Strategically manage and prioritize tasks to optimize departmental efficiency.
- Make informed decisions to enhance service quality and exceed Key Performance Indicators (KPIs).
- Empower team members to take ownership of their responsibilities and make decisions.
- Oversee employee schedules for chat and phone support, ensuring coverage and efficiency.
- Utilize a ticketing project management system to streamline workflows and track progress.
- Cultivate strong relationships with each team member to foster a familial and supportive work environment.
- Leverage analytical skills to study the full picture and make strategic decisions.
- Resolve complex customer issues promptly and effectively to ensure customer satisfaction.
- Lead efforts to improve service processes and streamline operations for increased efficiency.
- Analyze data to gain insights into customer behavior and identify opportunities for improvement.
- Develop and implement training programs to enhance the skills and performance of the customer service team.
- Excel proficiency is essential for analyzing data and generating insightful reports.
Qualifications :
- Demonstrated experience in leadership roles, particularly in customer service or related fields preferred.
- Exceptional leadership and communication skills to inspire and guide a diverse team.
- Proficiency in customer service software to effectively manage multi-channel support preferred.
- Adaptability in a fast-paced online sales environment, with a focus on continuous improvement.
- Previous experience in analyzing data and reporting to drive departmental performance.
If you're ready to lead a dynamic team and drive exceptional customer service, we invite you to apply.
Email your resume to [email protected]
Apply Online :
https : / / jobs.crelate.com / portal / maiplacement / job / 6aup5omrsh1n146io5yiss6cge?crt 1713540363348
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