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Title
Text copied to clipboard!Customer Service Operations Manager
Description
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We are looking for an experienced and motivated Customer Service Operations Manager to effectively manage the operations of our service teams. In this role, you will be responsible for ensuring customer satisfaction, streamlining service processes, and enhancing team performance. You should be proficient in strategic planning, team leadership, and quality control.
Your primary goal will be to operate customer service functions in a way that delivers an excellent customer experience and upholds the organization’s reputation. You will coordinate with various departments, set KPIs (Key Performance Indicators), and monitor service quality through regular reporting.
To succeed in this role, you should have prior experience in customer service operations, leadership skills, analytical thinking, and problem-solving abilities. Additionally, you should be familiar with the latest customer service technologies and tools.
We are seeking a candidate who can inspire teams, optimize processes, and promote a customer-centric approach. If you are eager to work in a dynamic environment and take customer service to new heights, we would love to connect with you.
Responsibilities
Text copied to clipboard!- Oversee daily activities of customer service operations
- Set and track KPIs to ensure service quality
- Train and lead service teams
- Analyze customer feedback and take corrective actions
- Optimize service processes
- Coordinate with various departments
- Implement latest customer service technologies
- Prepare monthly and quarterly reports
- Manage budgets and resources
- Ensure resolution of customer complaints
Requirements
Text copied to clipboard!- Minimum 5 years of experience in customer service operations
- Team management and leadership skills
- Proficiency in communication and interpersonal skills
- Problem-solving and analytical thinking
- Knowledge of CRM software and customer service tools
- Customer-centric mindset
- Experience in process optimization
- Familiarity with MS Office and reporting tools
- Ability to work under pressure
- Bachelor’s degree (MBA preferred)
Potential interview questions
Text copied to clipboard!- Do you have experience in customer service operations?
- What is the largest team you have led?
- How do you set and track KPIs?
- How do you handle customer complaints?
- Which CRM tools have you used?
- What steps have you taken to improve service quality?
- How do you motivate your team?
- What has been your biggest customer service challenge?
- How do you coordinate with other departments?
- How do you manage budgets and resources?
