Customer Service Manager

• Responsible for overseeing the operations of the customer service department and call centre to ensure high levels of customer satisfaction.


• Develop and implement customer service policies and procedure.


• Manage a team of customer service representatives and call centre agents.


• Monitor customer interactions to ensure quality standards are met


• Handle escalated customer complaints and issues


• Analyze data and trends to improve customer service strategies


• Collaborate with other departments to enhance the overall customer experience


• Conduct staff training and performance evaluations.

Skills

• Bachelor's degree in Business Administration or related field


• Proven experience in a customer service management role


• Strong leadership and communication skills


• Knowledge of customer service / call center technologies and best practices


• Ability to analyze data and make strategic decisions


• Excellent problem-solving skills


• Ability to work under pressure and handle difficult situations