Service Manager Job Description
The Service Manager is a key player in ensuring that the company maintains a strong and positive relationship with its customers. You will be responsible for managing a team of customer service representatives, setting performance targets, and monitoring customer satisfaction. In addition, you will collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
Responsibilities
- Manage a team of customer service representatives, including hiring, training, and performance evaluations
- Develop and implement service strategies to improve customer satisfaction and retention
- Monitor and analyze customer feedback to identify areas for improvement
- Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience
- Maintain knowledge of industry trends and best practices in customer service
- Handle escalated customer inquiries and complaints
- Develop and maintain strong relationships with key customers
- Prepare and present reports on customer service performance
Qualifications
- Previous experience in a customer service management role
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Ability to analyze data and identify trends
- Proven ability to handle escalated customer inquiries and complaints
- Knowledge of industry trends and best practices in customer service
Skills
- Customer service management
- Team leadership
- Communication
- Problem-solving
- Analytical skills
- Relationship building
- Data analysis
- Industry knowledge