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We are seeking an experienced and dynamic Customer Service Manager to lead and inspire our customer service team in a fast-paced, high-performing environment. This role is key to ensuring exceptional service delivery while fostering a positive and proactive team culture.
Key Responsibilities:-
Lead, coach, and develop a team of customer service professionals to consistently deliver outstanding customer experiences.
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Actively listen to customer needs, manage escalations, and respond effectively to ensure satisfaction and resolution.
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Collaborate with other departments to streamline communication and improve customer experience across all touchpoints.
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Monitor and analyze performance metrics to identify trends and implement continuous improvements.
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Share knowledge, best practices, and training initiatives to promote a culture of excellence and learning.
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Maintain service standards and ensure all operations align with company values and customer expectations.
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Proven experience managing a team in a fast-paced customer service or contact center environment.
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Excellent communication skills - able to clearly share knowledge, experiences, and expectations with the team.
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Strong ability to empathize, problem-solve, and build rapport with customers and colleagues.
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Demonstrated experience in using customer feedback to drive service improvement initiatives.
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Ability to analyze data and KPIs to make informed decisions and improve team performance.
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Proficient in CRM systems and customer service tools.
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Experience in building and scaling customer service processes to match business growth.
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Proven track record of delivering training programs and mentoring team members to achieve high performance.
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Background in handling multi-channel support (e.g. phone, email, chat, social media) with strong adaptability.
We offer a supportive and empowering environment where your contributions make a real difference. If you are passionate about leading teams and delivering top-tier customer service, we’d love to hear from you.
