Required Skills:
Proven experience in a customer service management role, with a track record of successfully leading and managing a customer service department.
Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
Proficient in using customer service software and other relevant tools to manage customer interactions and track performance metrics.
Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability.
Detail-oriented with a commitment to accuracy and quality in all aspects of customer service operations.
Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.
Required Qualifications
Bachelor's degree in business administration, customer service, or a related field. A master's degree is preferred.
Minimum of 7 years of experience in customer service management, with at least 3 years in a leadership role.
Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
Strong knowledge of customer service principles, practices, and strategies.
Familiarity with relevant customer service software and tools.
Excellent written and verbal communication skills.
Ability to travel as required