What you’ll do:

• Provide leadership to Customer Service department. Ensures each department upholds the mission of the Sales Support Services and the high standards of customer service.
• Manages the work of the whole Customer Service department.
• Realize company’s vision and strategy also provides input to the vision and strategy.
• Manages all client inquiries and create systems and processes to ensure responsiveness, ownership, accuracy and integrity in all transactions.
• Hires, manages, mentors, and trains team members to increase their overall contribution and value to the organization-ensuring employees feel appreciated and valued at all times. Coach, motivate and evaluate the team members.
• Responsible for upholding exceptional, professional customer service.
• Provide a clear vision, SMART goals, and focused expectations to all department members.
• Maintain problem resolution timelines. Maintain phone, email, and chat service levels. Maintain appropriate schedule adherence and phone
• statistics.
• Identify and obtain the necessary resources and skill sets to meet department and company goals.
• Promote up sells, saves, and collections opportunities.
• Handle day-to-day questions and problems of both employees and customers.
• Strategically develop and maintain “fresh” customer retention programs that motivate employees to improve the company’s overall retention rates..
• Foster an atmosphere of recognition, service, learning, communication, efficiency, advancement, and fun.
• Provides timely reports for executive management and other departments as necessary.
• Special projects and assignments as requested by Senior Customer Service Manager.

What you’ll need:

• Minimum a Bachelor degree (preferably in a relevant specialization)
• Excellent English language knowledge
• Relevant experience in Customer Service management (min. 3 years)
• Relevant experience in people management (min. 3 years)
• Strong communication and presentation skills
• Confident understanding of CS processes
• Experience with full contact center technologies
• You are flexible and stress-resistant
• You are confident and you possess a problem-solving mentality
• You are goal oriented, persuasive and innovative
• You are respectful with others and open to others’ opinion
• You have excellent communication skills to establish good relationships with all levels within the organization

• Provide leadership to Customer Service department. Ensures each department upholds the mission of the Sales Support Services and the high standards of customer service.
• Manages the work of the whole Customer Service department.
• Realize company’s vision and strategy also provides input to the vision and strategy.
• Manages all client inquiries and create systems and processes to ensure responsiveness, ownership, accuracy and integrity in all transactions.
• Hires, manages, mentors, and trains team members to increase their overall contribution and value to the organization-ensuring employees feel appreciated and valued at all times. Coach, motivate and evaluate the team members.
• Responsible for upholding exceptional, professional customer service.
• Provide a clear vision, SMART goals, and focused expectations to all department members.
• Maintain problem resolution timelines. Maintain phone, email, and chat service levels. Maintain appropriate schedule adherence and phone
• statistics.
• Identify and obtain the necessary resources and skill sets to meet department and company goals.
• Promote up sells, saves, and collections opportunities.
• Handle day-to-day questions and problems of both employees and customers.
• Strategically develop and maintain “fresh” customer retention programs that motivate employees to improve the company’s overall retention rates..
• Foster an atmosphere of recognition, service, learning, communication, efficiency, advancement, and fun.
• Provides timely reports for executive management and other departments as necessary.
• Special projects and assignments as requested by Senior Customer Service Manager