Customer Service Manager
1 week ago
Job Description
About Us:
At Eden Springs, we are committed to delivering 'Great Service Every Day' to our valued customers. As a Customer Service Manager, you will play a pivotal role in leading our dedicated team to achieve excellence and provide outstanding customer service.
Key Responsibilities:
- Lead the Customer Service team to achieve KPIs, service levels, and business targets within agreed budgets.
- Cultivate collaborative relationships to enhance service quality and customer satisfaction.
- Ensure staff feel supported and informed as products and services evolve.
- Manage day-to-day activities, prioritize tasks, and assess risks within existing processes to achieve SLAs.
- Participate in operational process reviews to drive efficiency and support business growth.
- Develop and maintain training and development plans for team members.
- Implement performance management processes and conduct regular reviews and appraisals.
- Maintain high levels of customer satisfaction and quality standards.
- Stay updated on industry trends to incorporate best practices into operations.
- Act as a point of escalation for customer complaints.
- Support Operations Manager in identifying operational risks and developing contingency plans.
- Supervise team quality monitoring to exceed quality targets.
- Demonstrate problem-solving skills and find efficient solutions.
- Manage online reputation on platforms like Trust Pilot and Google My Business.
Requirements:
- Minimum 3 years of contact Centre experience.
- Minimum 5 years in a managerial role.
- Excellent coaching, communication, and negotiation skills.
- Experienced in change management and team development.
- Strong leadership and people management skills.
- Confident decision-maker with a solution-focused mindset.
- Proficient in Microsoft Office applications and LiveChat systems.
- Positive attitude, adaptable to a fast-paced environment, and excels under pressure.
- Strong problem-solving abilities and attention to detail.
- Excellent written, verbal, and presentation skills.
If you are a dynamic and experienced Customer Service Manager looking to lead a team towards success, we would love to hear from you. Join us in our mission to provide exceptional service to our customers.
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