
Senior Customer Service Manager
2 days ago
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We are seeking a senior-level professional to join our customer service team as a Senior Customer Service Manager. This role requires a strategic thinker with excellent leadership skills, a strong understanding of customer service principles, and the ability to drive business growth through improved customer satisfaction and retention.
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- Develop and execute comprehensive customer service strategies to drive business growth, improve customer satisfaction, and increase revenue.">
- Lead and direct a team of customer service representatives to achieve sales targets, resolve customer complaints, and provide exceptional customer experiences.">
- Collaborate with cross-functional teams to drive business growth, improve processes, and ensure compliance with regulatory requirements.">
- Conduct regular performance reviews, provide coaching and feedback, and develop action plans to enhance team member skills and knowledge.">
- Implement processes to measure customer satisfaction, identify areas for improvement, and recommend changes to policies, procedures, and processes.">
- Manage and analyze data to track customer interactions, service levels, and KPIs, identifying trends and opportunities for improvement.">
- Foster a culture of collaboration, respect, and open communication among team members, customers, and stakeholders.">
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- Bachelor's degree in Business Administration, Marketing, or a related field.">
- Minimum 6-8 years of experience in customer-facing roles, preferably in leadership positions.">
- Proven track record of delivering excellent customer service, improving customer satisfaction, and driving business growth.">
- Strong leadership, communication, and interpersonal skills.">
- Ability to analyze data, identify trends, and develop actionable insights.">
- Excellent problem-solving, time management, and organizational skills.">
- Familiarity with CRM systems, SAP, and OTC processes is an asset.">
- Service excellence competencies, including empathy, adaptability, and responsiveness.">
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