Responsibilities
-They lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.
-Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.
-Develop and implement customer service process improvements, ensuring all customer inquiries are handled promptly and effectively.
-Handle escalated customer issues and complaints, investigating and resolving them promptly to achieve customer satisfaction.
-Collaborate with other departments, such as sales, product development, and operations, to address customer needs and concerns, and to ensure smooth coordination and communication.
-Maintain accurate records and documentation of customer interactions, inquiries, complaints, and resolutions,
-Stay updated on industry trends and best practices in customer service, sharing insights and implementing innovative strategies to enhance customer experience.
-Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement.
-Created and maintained customer service metrics and reports, analyzing data to identify trends and areas for improvement.
-Ensure adherence to company policies and procedures, as well as compliance with relevant regulations, while handling customer interactions