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Title
Text copied to clipboard!Customer Service Manager
Description
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We are looking for a dedicated and experienced Customer Service Manager to join our team. In this role, you will be responsible for leading our customer service team and improving customer satisfaction. You will develop customer service policies, manage team members, and ensure that all customer complaints are addressed effectively. You will also be responsible for training team members, setting performance targets, and ensuring that these targets are met. The ideal candidate will have excellent communication skills, a strong understanding of customer service techniques, and a commitment to providing excellent customer service.
Responsibilities
Text copied to clipboard!- Develop and implement customer service policies and procedures
- Manage and lead a team of customer service staff
- Set and achieve performance targets for customer service
- Handle complex customer complaints and enquiries
- Train staff in customer service techniques and company policies
- Monitor team performance and provide feedback
- Prepare reports on customer service performance
- Ensure customer satisfaction and provide professional customer support
- Communicate with customers via various channels
- Implement strategies to improve quality of service, productivity and profitability
Requirements
Text copied to clipboard!- Bachelor’s degree in Business Administration or related field
- Proven experience as a Customer Service Manager or similar role
- Excellent knowledge of management methods and techniques
- Proficiency in English and in MS Office
- Customer service orientation
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Experience in providing customer service support
Potential interview questions
Text copied to clipboard!- How do you handle a difficult customer?
- What strategies would you use to motivate your team?
- How do you measure customer service success?
- Can you describe a situation where you turned a dissatisfied customer into a satisfied one?
- What do you consider the key criteria for a customer service team to be effective?