Job Summary:

• As a Customer Service Representative Manager, you are responsible for providing leadership to Customer Service Representative who perform exceptional customer service to clients through various channels such as phone, and chat. You will leverage your previous experience to handle customer inquiries, resolve issues, and ensure customer satisfaction while adhering to company policies and procedures.

Key Responsibilities:

• Customer Interaction: Interact with customers professionally and courteously, addressing their inquiries, concerns, and feedback promptly and effectively.
• Problem Resolution: Utilize your knowledge and experience to troubleshoot and resolve customer issues efficiently, aiming for first-contact resolution whenever possible.
• Product/Service Knowledge: Demonstrate a comprehensive understanding of the company’s products or services, including features, benefits, pricing, and policies, to assist customers effectively.
• Communication: Communicate clearly and effectively with customers via phone, email, chat, and in-person interactions, ensuring accurate understanding and resolution of their queries.
• Documentation: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using appropriate documentation systems or software.
• Cross-functional Collaboration: Collaborate with other departments such as sales, billing, and technical support to address complex customer issues and provide seamless service.
• Process Improvement: Identify opportunities for process improvements based on recurring customer issues or feedback and communicate suggestions to management for consideration.
• Quality Assurance: Adhere to quality standards and service level agreements (SLAs) to ensure consistently high-quality service delivery and customer satisfaction.
• Training and Development: Stay updated on product/service changes, industry trends, and customer service best practices through ongoing training and professional development activities.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.

Qualifications and Skills:

• Minimum of one year of experience in a customer service role, preferably in a similar industry or environment.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Strong problem-solving abilities and the capacity to handle challenging customer situations with empathy and professionalism.
• Proficiency in using customer relationship management (CRM) software and other relevant tools for managing customer interactions.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Attention to detail and accuracy in documenting customer interactions and resolutions.
• Flexibility to adapt to changing priorities and work schedules, including evenings, weekends, and holidays as needed.
• Commitment to continuous learning and self-improvement to enhance job performance and customer satisfaction.