Senior Lead Customer Service Manager
1 week ago
We are seeking a highly skilled and experienced Senior Lead Customer Service professional to join our team at HR POD - Hiring Talent Globally. As a key member of our customer service leadership team, you will be responsible for developing and implementing customer service strategies that align with our company objectives.
Key Responsibilities:- Develop and Implement Customer Service Strategies: Collaborate with cross-functional teams to design and implement customer service strategies that meet our business objectives.
- Lead and Mentor the Customer Service Team: Provide guidance, coaching, and development opportunities to ensure the customer service team is equipped to deliver exceptional customer experiences.
- Recruit, Train, and Develop Talent: Attract, select, and develop high-performing customer service professionals who embody our company values.
- Conduct Performance Evaluations and Coaching: Regularly assess and provide feedback to customer service team members to ensure they are meeting performance expectations.
- Foster a Customer-Focused Culture: Encourage a culture of customer obsession, collaboration, and continuous improvement within the customer service team.
- Oversee Customer Inquiries, Complaints, and Feedback: Ensure timely and effective resolution of customer issues, leveraging data and insights to inform decision-making.
- Implement Process Improvements: Analyze customer interactions and feedback to identify areas for process improvement, and develop and implement solutions to enhance the customer experience.
- Manage Customer Service Operations: Oversee the day-to-day operations of the customer service team, including call centers, chat support, and outbound teams.
- Establish and Maintain Service-Level Agreements: Collaborate with internal stakeholders to establish and maintain service-level agreements that meet our business objectives.
- Collaborate with Cross-Functional Teams: Work closely with sales, product, and marketing teams to ensure a seamless customer experience across all touchpoints.
- Act as the Voice of the Customer: Provide insights and recommendations to leadership on service or product improvements based on customer feedback and data analysis.
- Monitor and Report on Customer Service Metrics: Track and analyze customer service metrics to inform decision-making and drive continuous improvement.
Requirements:
- Bachelor's or Master's degree in Business Administration, Customer Service, or related fields.
- Minimum 8-10 years of experience in customer service, with at least 5 years in a leadership role.
- Proven track record of managing and improving customer service operations.
- Strong leadership and communication skills, excellent problem-solving abilities, and experience with customer service software/tools.
- Exceptional leadership and team management skills.
- Strong analytical and decision-making abilities.
- Excellent communication and interpersonal skills.
- Ability to handle pressure and resolve conflicts effectively.
- Strategic mindset with the ability to align customer service efforts with business goals.
- A customer-first mindset with the ability to advocate for both the customer and the business.
- Strong knowledge of customer service best practices and emerging trends.
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