Customer Service Manager

Our client is a well known retailer with strong presence on a global basis. They are now seeking a proactive and experienced Customer Service Manager to lead customer service team in delivering exceptional support to the regional clientele. This role is pivotal in enhancing customer satisfaction and loyalty while ensuring effective operations across multiple shifts.

Key Responsibilities:

Team Leadership: Supervise and mentor a team of customer service representatives, fostering a positive and productive work environment.

Customer Support: Oversee daily operations of the customer service department, ensuring timely and effective resolution of customer inquiries via phone, email, and chat.

Performance Management: Analyze team performance metrics and implement strategies for continuous improvement, including training and development programs.

Process Optimization: Develop and refine customer service processes to enhance efficiency and customer experience.

Feedback Management: Gather and analyze customer feedback to identify trends and areas for improvement, presenting actionable insights to upper management.

Shift Coordination: Manage shift schedules to ensure adequate coverage during peak hours, maintaining high service levels across all shifts.

Collaboration: Work closely with other departments (e.g., Sales, Logistics, and IT) to resolve issues and improve overall customer satisfaction.

Reporting: Prepare and present regular reports on customer service performance and trends to senior management.

Qualifications:

- Bachelor's degree in Business Administration, Management, or a related field.

- 10+ years of experience in a customer service management role in e-commerce.

- Strong leadership and team management skills.

- Excellent communication and interpersonal abilities.

- Proficient in customer service software and CRM systems.

- Ability to work flexible hours as required.

- Strong analytical and problem-solving skills.