The Customer Service Manager is essential in ensuring customer satisfaction and loyalty by overseeing the customer service team and implementing effective service strategies. This role contributes to company success by enhancing the customer experience and resolving issues efficiently.
- Lead, train, and motivate a team of customer service representatives.
- Develop and implement customer service policies and procedures.
- Handle complex or escalated customer inquiries or complaints.
- Monitor performance metrics to ensure high-quality service delivery.
- Collaborate with other departments to improve overall customer experience.
- Analyze data to identify trends in customer feedback for continuous improvement.
- Excellent communication and interpersonal skills.
- Strong leadership abilities with a focus on team development.
- Proficient in CRM software like Salesforce or Zendesk.
- Problem-solving skills with attention to detail.
The Customer Service Manager's performance is evaluated based on improvements in response times, resolution rates, overall customer satisfaction scores, and successful implementation of process enhancements that lead to better service delivery outcomes.
Response Time
Reduction in average response time for handling inquiries.
Resolution Rate
Increase in first-contact resolution rate.
Customer Satisfaction
Improvement in Net Promoter Score (NPS)
Reports to
Director of Operations
Collaborates with
Sales Team, Product Development Team
Leads
Customer Service Representatives
- Salesforce
- Zendesk
- Microsoft Dynamics 365
Bachelor's degree in Business Administration or related field; 3-5 years experience managing a customer service team.
