Senior Customer Service Manager

Job Summary

The Senior Customer Service Manager will be responsible for leading our customer service team and developing strategies to provide outstanding service across multiple channels. This role demands a strategic leader who can maintain and enhance customer satisfaction and loyalty, drive operational efficiency, and boost revenue through effective customer win-backs and sales initiatives, as well as manage customer feedback effectively.

Key Responsibilities

• Develop and implement customer service policies and procedures to ensure a consistent and excellent customer experience.
• Lead, mentor, and expand the customer service team, including hiring, training, and performance management.
• Analyze customer service metrics (NPS, CSAT, response time, etc.) and make data-driven decisions to improve customer satisfaction and drive sales.
• Manage daily operations of the customer service department, ensuring compliance with company policies and quality standards.
• Collaborate with other departments (Marketing, Sales, IT) to integrate customer service with all areas of the company, particularly focusing on sales and customer retention strategies.
• Handle complex customer complaints or issues that escalate beyond the team level.
• Oversee the management of customer service technology and tools, including CRM systems and communication platforms.
• Manage and refine customer feedback loops to ensure that customer insights contribute to continuous product and service improvements.
• Prepare and manage the department’s budget, ensuring cost-efficiency.
• Stay informed on the latest industry techniques and methods in customer service, sales, and customer retention, applying best practices accordingly.
• Report regularly to upper management about department milestones, challenges, and revenue generation through service and win-back efforts.

Qualifications:

Education

Bachelor’s degree in Business Administration, Communications, or a related field; a Master’s degree is a plus.

Experience

Minimum of 7 years’ experience in customer service, with at least 3 years in a managerial or director role within an e-commerce environment.

• Proven track record of leading a customer service team and achieving significant improvements in customer satisfaction and sales figures.

Technical Skills

Strong understanding of customer service software, databases, and tools.

Additional Skills

Outstanding communication and interpersonal skills, with the ability to motivate and lead a team.

• Excellent organizational and leadership abilities with a problem-solving attitude.
• Demonstrated ability to manage budgets and forecast department needs.