Customer Services Manager
- Ludhiana, Sydney
- 3-4 years
Job Description
We would love to share a similar experience and how i learned some valuable lessions.
Responsibilities
Team Leadership:
-
Lead and motivate a team of customer service representatives.
-
Provide coaching, guidance, and ongoing training to ensure the team's effectiveness.
-
Foster a positive and collaborative team culture.
Service Delivery:
-
Develop and implement service strategies to meet customer satisfaction goals.
-
Monitor and evaluate customer service metrics, identifying areas for improvement.
-
Ensure prompt and accurate resolution of customer issues.
Process Optimization:
-
Streamline and improve customer service processes for efficiency.
-
Implement best practices to enhance the overall customer experience.
-
Collaborate with cross-functional teams to address systemic issues.
Client Relationship Management:
-
Build and maintain strong relationships with key clients.
-
Act as a point of escalation for complex customer issues.
-
Gather customer feedback and work with teams to implement improvements.
Training and Development:
-
Develop and deliver training programs for customer service representatives.
-
Keep the team informed about new products, services, and industry trends.
-
Promote a continuous learning environment within the customer service department.
Technology Integration:
-
Collaborate with IT teams to integrate customer service technologies.
-
Ensure the use of CRM systems, helpdesk tools, and other relevant technologies.
-
Stay updated on emerging technologies that can enhance customer support.
05 Dec 2023