Customer Service Manager

Job Description

Job Description

We are seeking a Customer Service Manager to join our team in Woodland Hills, California. This role offers a contract to permanent employment opportunity. As a Customer Service Manager, you will be at the forefront of our operations, ensuring that our customer service department runs smoothly and effectively. You will be responsible for implementing customer service policies and overseeing the daily operations of the team.

Responsibilities :

• Oversee daily activities of the customer service department and ensure all operations are carried out in an efficient and timely manner.
• Implement customer service policies and procedures that promote high standards of service excellence.
• Foster a team-oriented environment by supervising, training, and mentoring customer service representatives.
• Drive productivity and efficiency by setting performance goals, monitoring performance metrics, and providing regular feedback.
• Address escalated customer issues and complaints swiftly to maintain customer satisfaction.
• Collaborate with other teams to streamline customer service processes and improve overall customer satisfaction.
• Build and maintain relationships with key customers, addressing their needs and inquiries promptly and professionally.
• Analyze customer service data and trends to identify areas for improvement and implement strategies to enhance customer interactions.
• Proven experience as a Customer Service Manager or similar leadership role
• Proficiency in managing call center customer service operations
• Demonstrated ability to manage and improve customer experience
• Strong understanding of customer service procedures and techniques
• Proficiency in using customer service software, databases, and CRM tools
• Ability to think strategically and make decisions
• Solid problem-solving capabilities with a focus on improving customer satisfaction
• Exceptional interpersonal and communication skills
• Strong team leadership abilities to motivate and guide team members
• Demonstrable skills in conflict resolution and handling customer complaints effectively
• Capability to track and report on key customer service metrics
• Ability to work under pressure in a fast-paced environment
• Knowledge of performance evaluation techniques and key metrics
• Bachelors degree in Business Administration or relevant field is preferred
• Willingness to continuously improve knowledge and stay updated on latest customer service trends.