Customer Service Manager

SUMMARY

The Customer Service Manager is responsible for overseeing the customer service team. They are responsible for ensuring that customer queries and concerns are addressed promptly, efficiently, and in line with the company’s policies and procedures.

KEY DUTIES AND ACCOUNTABILITIES:

• Oversee the work of customer success associates within the organization to ensure that customer inquiries and concerns are addressed promptly and efficiently.

• Develop and manage the company’s customer service policies and procedures, ensuring that they are in line with industry best practices and that they are followed at all times.

• Monitor customer service performance metrics such as call handle time, abandonment rate, and first call resolution rate to identify areas for improvement and implement corrective measures.

• Hire, train, manage, and motivate customer service representatives to effectively manage customer queries and concerns.

• Handle escalated customer complaints and concerns to ensure client satisfaction and build lasting relationships with clients.

• Develop and maintain relationships with clients, ensuring that their needs are met and that they are satisfied with the level of service the organization provides.

• Analyze customer service data to identify trends, areas for improvement, and opportunities for growth.

• Work with other departments to identify process improvements and implement changes to streamline the customer service process.

• Ensure that customer success associates have access to and are trained on the latest technological tools and knowledge resources.

• Maintain knowledge of industry best practices and keep updated on technological advancements.

• Create and present regular reports on customer service performance to the Operations Manager and other key stakeholders.

• Ensure compliance with all company policies and procedures, as well as adherence to all applicable laws and regulations.

SKILLS AND COMPETENCIES

• Bachelor’s degree in Business Management or any related course.

• At least 5 years of experience in a customer service management role, preferably in a BPO company.

• Strong understanding of customer service performance metrics and how they impact customer satisfaction and loyalty.

• Excellent written and verbal communication skills.

• Strong leadership and interpersonal skills.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Strong analytical and problem-solving skills.

• Must be willing to work on a shifting schedule.