Customer Service Manager
Vor 6 Tagen
Customer Success Manager (Australia Timezone) full timeWe are seeking a proactive and results-driven Customer Success Manager to lead our customer support team and ensure an exceptional experience for every client.
In this role, you will oversee day-to-day customer service operations, implement strategies to improve customer satisfaction, and mentor a team to deliver outstanding service.
You'll also play a key role in driving process improvements and ensuring alignment with the company's strategic goals.
Responsibilities: Supervise and mentor the customer service team, ensuring they deliver high-quality support.Organize and lead regular team meetings to discuss updates, goals, and performance metrics.Provide ongoing training and development to enhance team capabilities and ensure alignment with best practices.Customer Satisfaction: Monitor customer inquiries, complaints, and feedback to ensure timely and effective resolutions.Develop and implement strategies to improve customer satisfaction and retention.Create and analyze customer satisfaction surveys and other feedback tools to identify areas for improvement.Process Improvement: Streamline customer service processes to enhance efficiency and reduce response times.Identify pain points in the customer journey and propose actionable solutions.Collaborate with cross-functional teams to ensure seamless service delivery and resolve escalated issues.Performance Monitoring: Establish and track key performance indicators (KPIs) for the customer service team.Prepare and present regular reports on team performance, customer feedback, and service improvements.Use data-driven insights to make informed decisions and recommend changes.Customer Advocacy: Serve as a champion for customers within the organization, ensuring their voices are heard and their needs are prioritized.Build and maintain relationships with key clients to ensure ongoing satisfaction and loyalty.Problem Resolution: Handle escalated customer issues, ensuring timely and satisfactory resolutions.Anticipate potential service disruptions and implement proactive measures to minimize impact.Qualifications: Proven experience in customer service management or a related role.Exceptional leadership and team management skills.Strong problem-solving and decision-making abilities.Excellent interpersonal and communication skills, with the ability to interact effectively with customers and internal teams.Proficiency in customer service tools and software, such as CRM systems.Analytical mindset with experience using data to drive decisions and improve processes.Once you have applied, we will direct you to use our video interview software which should take around 5 minutes and will give you an opportunity to showcase yourself.
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