Customer Service Manager

Job Description

Job Description

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 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.
• 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.