Customer Service Manager

 


Description

 

Our company is searching for a motivated and experienced Customer Service Manager to lead our customer service department. Your goal is to provide outstanding customer service to our customers by developing effective customer service procedures, and setting customer satisfaction goals. Motivate the team members and set the individual goals and evaluate the performance.

Responds to customer inquiries via telephone or email or chat to provide problem resolution in accordance with the Organization's service standards. 

Responsibilities:

  • Supervises individual contributors.
  • Sets goals for team members aligning to operational goals.
  • Understands basic management skills.
  • Plans and establishes goals and objectives for a team, with direct impact on the immediate-or short-term operational results of the department.
  • Responsible for making improvements of processes, systems or products to enhance performance of the job area.
  • Require understanding of broader set of issues for problems and issues encountered.
  • Solve problems through drawing from prior experience and analysis of issues.
  • Communicates with parties within and outside of own job function, which may include external customers or vendors depending upon the job function.
  • Explains policies, practices and procedures of the job area within the organization.
  • May work to justify and gain cooperation of other parties on practices, policies and procedures.
  • Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
  • Responsible to maintain the customer satisfaction rating on the company standard and to share reports regularly to the reporting manager.
 

Qualifications

 
  • Typically requires advanced knowledge of job area obtained through education combined with experience.

  • Preferably with University Degree.

  • Retail industry expertise is a must and ecommerce experience as an added plus.

  • Overall 10+ years prior relevant experience and with 3+ years of people management.

  • Supervises a team consisting of professionals, typically at the entry or experienced level.

  • Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

  • Provides primary input to hiring, termination, promotion, performance and rewards decisions for direct reporting manager.

  • Should have proven experience working in a customer service position, excellent knowledge of the latest industry trends and techniques.

  • Must be an excellent communicator (written and verbal).

  • Able to demonstrate strong leadership and interpersonal skills.

 

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