Key Responsibilities

• Manage and lead the customer service team to deliver exceptional service
• Develop and implement customer service policies and procedures
• Handle escalated customer inquiries and complaints
• Monitor customer service metrics and KPIs
• Identify and implement training programs for the team
• Collaborate with other departments to resolve customer issues
• Ensure adherence to compliance and quality standards
• Review and improve customer service processes
• Participate in customer service improvement initiatives
• Prepare and analyze reports on customer feedback
• Manage customer service budgets and resources
• Stay updated on industry trends and best practices
• Oversee the implementation of customer service technology and tools
• Lead customer service performance reviews and appraisals
• Contribute to the development of customer service strategies

Required Qualifications

• Bachelor's degree in Business Administration or related field
• Proven experience in a customer service managerial role
• Excellent leadership and team management skills
• Strong problem-solving abilities
• Exceptional communication and interpersonal skills
• Proficiency in customer service software and CRM systems
• Ability to analyze and interpret customer service data
• Knowledge of industry regulations and standards
• Customer-centric mindset and strategic thinking
• Proven track record of improving customer satisfaction
• Ability to work effectively in a fast-paced environment
• Certification in Customer Relationship Management (CRM) is a plus
• Experience in developing and implementing customer service training programs
• Ability to drive change and continuous improvement
• Strong conflict resolution and decision-making skills