Customer Service Manager

We are seeking a highly motivated and experienced Customer Service Manager to join our team. The Customer Service Manager will be responsible for overseeing and managing the daily operations of the customer service department, ensuring exceptional customer satisfaction, and implementing strategies to improve customer service processes. The ideal candidate will have proven leadership skills, excellent communication abilities, and a customer‑centric mindset. Responsibilities Manage and oversee the daily operations of the customer service department. Develop and implement strategies to enhance customer satisfaction and retention. Set and monitor performance metrics for the customer service team, providing coaching and feedback as needed. Handle escalated customer complaints and issues, ensuring prompt and effective resolution. Collaborate with other departments to improve overall customer experience and resolve complex customer inquiries. Monitor customer service interactions for quality and consistency, identifying areas for improvement. Analyze customer service data and reports to identify trends and implement process improvements. Ensure compliance with company policies and procedures, especially related to customer support. Stay informed about industry trends and best practices in customer service management. Additional duties and responsibilities as assigned. Qualifications High school diploma or equivalent; associate or bachelor’s degree preferred. 5+ years of experience in a customer service role, with at least 2 years of management experience. Required Skills Strong leadership and people management skills. Excellent verbal and written communication skills. Ability to remain calm and professional in high‑pressure situations. Proficiency in customer service software and tools. Analytical and problem‑solving abilities. Ability to effectively prioritize and manage multiple tasks simultaneously. Strong customer‑centric approach and commitment to delivering excellent service. #J-18808-Ljbffr