Customer service representative
4 hours ago
Downtown, Boston
We are looking for a dynamic and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for overseeing the day-to-day operations of the customer service department, ensuring excellent service delivery, and fostering positive customer relationships. The Customer Service Manager will play a key role in developing and implementing customer service strategies to drive satisfaction, retention, and loyalty. Responsibilities: Lead and manage a team of customer service representatives to deliver exceptional service to customers.
Develop and implement customer service policies and procedures to ensure consistency and efficiency.
Monitor and evaluate team performance, providing coaching and feedback to enhance customer satisfaction.
Handle escalated customer complaints and issues, resolving them in a timely and effective manner.
Analyze customer service metrics and KPIs to identify trends and areas for improvement.
Collaborate with cross-functional teams to enhance the overall customer experience.
Qualifications: Bachelor’s degree in business administration, marketing, or related field.
Proven experience in a customer service management role.
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with the ability to interpret data and make informed decisions.
Proficiency in CRM systems and MS Office.
Ricardo BallActive 1 hour ago