Job Description

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Job Overview

The

Customer Service Manager

oversees the customer service team, ensuring high-quality support, resolving escalated issues, and improving customer satisfaction. This role involves managing staff, optimizing service processes, and collaborating with other departments to enhance the overall customer experience.

Key Responsibilities

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1. Team Leadership & Management

Supervise, train, and motivate customer service representatives. Set performance goals and conduct regular evaluations. Foster a positive work environment and resolve team conflicts.
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2. Customer Support Excellence

Ensure timely and effective resolution of customer inquiries and complaints. Handle escalated customer issues with professionalism. Monitor service metrics (e.g., response time, satisfaction scores) and implement improvements.
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3. Process Improvement

Develop and refine customer service policies and procedures. Implement new tools (e.g., CRM software, chatbots) to enhance efficiency. Analyze customer feedback to identify trends and recommend changes.
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4. Cross-Department Collaboration

Work with Sales, Marketing, and Product teams to align customer service strategies. Provide insights from customer interactions to improve products/services.
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5. Reporting & Compliance

Prepare reports on team performance and customer service KPIs. Ensure compliance with company policies and industry regulations.

Requirements & Qualifications

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Education & Experience

Bachelor's degree

in Business, Communications, or related field (preferred).

3+ years

in customer service, with

1+ years in a leadership role

. Experience with CRM systems (e.g., Zendesk, Salesforce) and call center software.
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Skills & Competencies

Strong leadership

and team-building abilities.

Excellent communication

(verbal & written) and conflict-resolution skills.

Analytical mindset

with problem-solving skills.

Proficiency in data analysis

(e.g., Excel, Google Sheets). Ability to work under pressure in a fast-paced environment.
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Preferred Qualifications

Certification in Customer Service Management (e.g., CCSM). Experience in [specific industry, e.g., retail, healthcare, tech].

Work Conditions

Job Type:

Full-time (may include weekends/shifts for 24/7 support). *

Location:

[On-site/Hybrid/Remote options].