Service Excellence Manager
4 weeks ago
We are seeking a dedicated Service Excellence Manager to lead our customer service team and drive excellence in customer experience. This role requires a strong leader who can develop and implement strategies that align with our company goals and objectives.
Responsibilities- Develop and Implement Customer Service Strategies: Design and oversee initiatives to improve the end-to-end customer journey, enhancing overall customer satisfaction, and identify pain points and areas for improvement through customer feedback, data analysis, and industry benchmarking.
- Lead and Mentor the Team: Foster a customer-centric culture that prioritizes service excellence at every touchpoint, build and lead a high-performing team of customer service professionals, and provide coaching, training, and development opportunities to enhance team performance.
- Analyze and Improve: Communicate feedback to relevant internal stakeholders for continuous improvement, and oversee the handling of escalated customer complaints and complex issues.
- Education and Qualifications: Bachelor's degree in Business Administration or related field, and 5+ years of experience in customer service leadership roles.
- Skills and Qualifications: Proven track record of driving customer service excellence, ability to analyze complex problems and develop proactive solutions, and excellent communication and leadership skills.
- Competitive Salary: $90,000 - $120,000 per year, based on experience.
- Benefits Package: Comprehensive health insurance, 401(k) matching, and paid time off.
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