Customer Service Manager
2 weeks ago
We are seeking a dynamic Customer Service Team Leader to join our team and lead our customer service department towards excellence. In this role, you will be instrumental in supervising and managing our customer service team to ensure unparalleled support is delivered to our valued customers, while meeting Key Performance Indicators (KPIs) consistently.
If you are passionate about health, wellness, and providing exceptional customer service, we invite you to join us on our mission to empower individuals to live healthier, happier lives.
Lead and manage a team of customer service representatives, including recruitment, training, and performance management.
Inspire and motivate team members to uphold a standard of excellence in customer service.
Provide support to the customer service team by handling incoming calls and resolving customer inquiries efficiently.
Address escalated customer inquiries or complaints promptly to ensure swift resolution and customer satisfaction.
Conduct regular coaching sessions with team members, identifying training needs and participating in training initiatives.
Assist the Head of Customer Experience as needed, deputising when required.
Facilitate monthly team meetings to share updates, set goals, and offer support.
Analysed customer service metrics to track performance, identify trends, and drive continuous improvement.
Capacity to thrive in high-pressure environments while maintaining quality and consistency.
Excellent multitasking, prioritisation, and time management skills.
Proven track record in customer service or a related field.
Proficient in computer systems and software applications.
Strong leadership qualities.
Dedicated to delivering exceptional service.
Reporting to: Head of Customer Experience
Customer service team members
Hours: 9-5, Monday to Friday (Office Based)
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