2 Senior Customer Service Manager jobs in whatjobs
Senior Customer Service Manager
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Senior Customer Service Manager to lead our customer support operations. This role requires a strong leader dedicated to delivering exceptional customer experiences and managing a high-performing team. Based at our office in **Kisumu, Kisumu, KE**, you will be responsible for overseeing all aspects of customer service, including issue resolution, customer satisfaction, and team performance. The ideal candidate will have a proven track record in customer service management, excellent leadership abilities, and a deep understanding of customer service principles and practices. Key responsibilities include developing and implementing customer service strategies, training and mentoring customer service representatives, monitoring service quality, and managing customer feedback. You will also be responsible for analyzing customer service data to identify trends and areas for improvement. This position demands outstanding communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a team effectively. We are looking for a proactive individual committed to upholding our client's reputation for excellent customer care. This is a vital role for ensuring customer loyalty and satisfaction.
Qualifications:
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 7 years of experience in customer service, with at least 3 years in a management or supervisory role.
- Demonstrated success in improving customer satisfaction metrics and team performance.
- Proven ability to lead, train, and motivate a customer service team.
- Strong understanding of customer service software and CRM systems.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Exceptional communication, interpersonal, and presentation skills.
- Ability to manage service level agreements (SLAs) and ensure timely issue resolution.
- Strong organizational skills and attention to detail.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service Manager
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and dedicated Senior Customer Service Manager to lead their remote customer service and helpdesk operations. This vital role involves overseeing all aspects of customer support, ensuring exceptional service delivery, enhancing customer satisfaction, and managing a high-performing remote team. The ideal candidate will possess a deep understanding of customer service principles, effective team management, and proficiency in utilizing customer support technologies. You will be responsible for developing and implementing customer service strategies, setting performance metrics, and driving continuous improvement in service quality. Key responsibilities include training and mentoring customer service representatives, resolving complex customer issues, analyzing customer feedback, and identifying trends to improve service offerings. This position demands strong leadership, excellent communication, and outstanding problem-solving skills. This is a fantastic opportunity to contribute significantly to customer loyalty and company success in a challenging and rewarding remote role. While the position is administratively linked to Kisumu, Kisumu, KE , the work is performed entirely remotely. We are looking for an individual who is empathetic, proactive, and possesses exceptional organizational skills, capable of managing multiple priorities and ensuring a seamless customer experience. Join our client's innovative team and help elevate their customer service standards from your home office. Your leadership will be key in building strong customer relationships and fostering a positive brand image.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote team of customer service and helpdesk professionals.
- Oversee daily operations of the customer service department, ensuring high standards of service delivery.
- Develop and implement customer service policies, procedures, and best practices.
- Monitor and analyze customer service KPIs, such as response times, resolution rates, and customer satisfaction scores.
- Train, coach, and mentor customer service representatives to enhance their performance and professional development.
- Resolve escalated customer issues and complaints with efficiency and professionalism.
- Analyze customer feedback and data to identify trends, areas for improvement, and opportunities for service enhancement.
- Ensure effective utilization of customer support tools and technologies.
- Collaborate with other departments to address customer needs and improve overall customer experience.
- Champion a customer-centric culture throughout the organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with a proven track record.
- Extensive experience in managing remote customer service teams.
- Strong understanding of customer service principles, CRM software, and helpdesk systems.
- Excellent leadership, communication, problem-solving, and conflict resolution skills.
- Ability to develop and implement effective customer service strategies.
- Demonstrated ability to analyze data and derive actionable insights.
- Proficiency in using various communication and collaboration tools.
- A passion for delivering exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
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