
Customer Service Excellence Manager
20 hours ago
Job Description
\We are seeking a highly skilled Customer Service Excellence Manager to join our team. As a key member of our operations team, you will be responsible for managing customer service experiences, acting as the primary point of contact for customer escalations, and owning overall operational account(s) health.
\Your key responsibilities will include:
\- Managing customer service experiences and resolving complex issues in a timely fashion.\
- Owning operational account(s) health and ensuring key SLAs and metrics are being met.\
- Conducting operationally focused business reviews with Account Managers and Clients.\
- Partnering with internal teams to ensure seamless deployments, inventory management, and delivery standards.\
- Listening to customer pain points and coordinating resources to alleviate them.\
- Managing issue resolution and risk mitigation.\
- Providing quick resolutions to client concerns.\
- Coordinating with internal teams to minimize risks.\
- Performance Management and measuring the success of each client-facing process.\
- Ensuring support consistency across assigned accounts and measuring performance against SLAs.\
- Owning and managing the client operational relationship.\
- Engaging consistently with key operational contacts at the client and understanding their needs and our operational offerings.\
- Providing oversight into all KPIs being tracked for clients and coordinating operational resources to ensure they are met.\
- Ensuring any client-related issues are properly addressed to the satisfaction of the client.\
- Partnership with the Regional Resource Coordinator to monitor client contracted SLAs and assign actions with timelines to internal stakeholders.\
- Maintaining up-to-date and accurate account documentation and utilizing daily reporting elements to ensure key metrics are being met.\
- Identifying opportunities for account development and assessing internal operations to identify Zones process improvements.\
- Driving account entanglement through the expansion of operational offerings and providing quick resolutions to client concerns.
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