Customer Service Team Manager

Iqpc New York , NY 10001

Posted 2 weeks ago

We are looking for a Customer Service Team Manager to join our team and provide excellent customer service to all of our stakeholders! The Customer Service Team Manager will be responsible for managing internal and external communications as well as our CRM system, so that we are able to deliver a best in-class customer experience that is aligned to our brand and strategic objectives.

Responsibilities will include:

  • Managing a small team of Customer Service Representatives and leading them to find resolutions to the most complex business problems for those on the team
  • Learning and understanding the entire CRM data entry process to contribute and lead effectively
  • Managing effective communications with customers and internal departments
  • Living a constant commitment to unparalleled customer service
  • Providing direct reports with timely and constructive performance feedback; developing employees and providing opportunities that enhance employee career growth
  • Leading continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals
  • Developing and monitoring the operations of the customer service center including policies and procedures, operating structure, and work flow
  • Travel periodically to events to effectively audit the onsite customer experience
  • Ensures the volume of work produced meets company standards and ensures customer satisfaction
  • Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels
  • Taking on special project as needed

Requirements

  • 3 + years of customer service experience and 2+ years of people management experience
  • Bachelor's Degree Required
  • Proficiency with CRM systems
  • Experience managing the Accounts Recievable function
  • Highly personable with a consistently positive attitude
  • Analytical and processes driven mindset with ability to work in a fast-paced environment
  • Pleasant telephone voice/manner
  • Strong written and oral communication skills
  • Strong listening skills
  • Ability to remain courteous with difficult or angry customers
  • Strong computer knowledge/PC experience
  • Ability to train, coach, and manage performance of staff
  • Travel required; must be able to travel to our events and to other meetings and outside trainings

Benefits

You will receive both formal and hands-on training in the management aspects of our business, together with real-time feedback to help develop your skills. Plus we offer:

  • A competitive compensation and benefits package
  • Career progression and development support with clear pathways both upwards and across departments
  • Fun office culture with an ongoing calendar of social events
  • Ongoing training at the individual, team and department levels
  • International company with opportunities to transfer abroad
- We collect and processes personal data in accordance with the EU General Data Protection Regulation (GDPR).

- We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability and genetic information, age, membership in an employee organization, or other non-merit factor.

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Customer Service Team Manager

Iqpc