Manager Customer Service

Job Description

Primary Function of Position:

Lead the Customer Service team, organize and manage activities to ensure a world class experience is delivered to external and internal customers, throughout the use of best practices and continuous process improvement. Responsible that the training activities are deployed in accordance to our needs and delivered on time and quality.

Roles and Responsibilities:

• Manage in full autonomy a team of Customer Service representatives that are providing operational/business support to internal and external customers on company products and services.
• Exercise full management authority, including recruitment, employee development, Performance reviews, pay decisions, discipline actions.
• Identify and drive team goals in line with department goals.
• Ensure efficient operations and build a strong team culture.
• Responsible for employee training, including product knowledge, proper language / communication, and support of overall service requirements.
• Monitor staffing requirements to ensure adequate resources are in place to effectively support daily volume and satisfy customer needs.
• Manage all facets of customer retention including participating in the resolution of customer concerns and escalated issues.
• Participate to projects that will result in enhanced system capabilities, process improvements, and implementation of new Customer Service strategies.
• Develop and maintain key performance indicators to monitor team performance and effectiveness.
• Work cross-functionally to identify, drive, and maintain key business opportunities and requirements.
• Ensure smooth and efficient execution of initiatives such as product launches and field actions support.
• Ensure a solid business partnership with Customer Success, Sales & Marketing, Service management and other key support functions, to be “one face to the customer”.
• Ensure that team performance is aligned with Customer Service Level Agreements as defined by Department Management.
• Ensure compliance with the QMS and SOX rules.
• Develop and distribute reports to internal and external management as necessary.

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