Customer Service Manager

at  Alliance Automotive Group

JOB OVERVIEW:

As a Customer Service Manager, you will be working as part of an effective management team, leading a team of customer service advisors to ensure SLA is achieved day in day out, with a focus on ensuring key performance measures are met whilst ensuring the customer service team receive regular feedback and coaching in line with their development goals and team KPIs, all whilst maintaining excellent standards of customer service.

Your tasks will include, but are not limited to the below, and may vary in priority depending on changing circumstances and priorities on any given day or week.

• Managing the custmer service team to ensure the team are motivated, engaged and providing excellent customer service training and ongoing development of new customer service team members
• Supporting with customer service workstream as and when required to ensure we meet SLA
• Serve as an Subject Matter Expert (SME) for all customer service related questions and queries from the team
• Resolving escalated customer queries and complaints
• Monitoring average ticket duration, performing RCA and identifying trends
• Monitoring individual calls, chats and emails to ensure quality, efficiency and knowledge levels are maintained and improved
• Performance reviews for team members
• Creating intervention and improvement plans for team members
• Suggesting, monitoring and creating reports to support the customer service team
• Suggesting new procedures to improve customer service team performance
• Resolving escalated customer issues
• Motivating customer service team to meet personal, team and company goals and objectives
• Leading shifts and ensuring we consistently achieve SLA