Operations Manager - Customer ServiceCustomer Sucess

Overview

Key responsibilities

• Lead mentor and supervise the customer service and customer success teams
• Develop and implement effective customer service procedures and policies
• Monitor and analyze customer service metrics to identify areas for improvement
• Collaborate with other departments to ensure a seamless customer experience
• Handle escalated customer issues and provide resolutions
• Optimize customer success strategies to drive retention and growth
• Conduct regular performance evaluations and provide feedback to the team
• Manage the allocation of resources to achieve customer service goals
• Identify training needs and coordinate training programs for the team
• Stay updated with industry trends and best practices in customer service and success
• Prepare and present regular reports on customer service operations and performance
• Implement technology solutions to improve customer service efficiency
• Ensure compliance with company policies and regulatory requirements
• Drive initiatives to enhance customer satisfaction and loyalty
• Participate in the recruitment and onboarding of new team members
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Required qualifications

• Bachelors degree in Business Administration Management or related field
• Proven experience in a customer service or customer success management role
• Demonstrated leadership and team management skills
• Strong analytical and problemsolving abilities
• Excellent communication and interpersonal skills
• Indepth understanding of customer relationship management principles
• Proficiency in using customer service software and CRM tools
• Ability to work effectively in a fastpaced and dynamic environment
• Experience in implementing process improvements and driving operational efficiency
• Strategic mindset with the ability to set and achieve customer service goals
• Knowledge of industry regulations and compliance standards
• Proven track record of driving customer satisfaction and retention
• Certification in customer service management or related field is a plus
• Ability to multitask and prioritize effectively
• Adaptability and willingness to embrace change and innovation

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