Customer service manager

2 weeks ago

Delhi, India DigitalTek Solutions Full time
Job description
Company Description
With over a decade of expertise, Digital Tek Solutions is a trusted provider of managed services staffing, staff augmentation, and IT consulting, delivering tailored solutions to Fortune 1000 companies across North America. We specialize in connecting top talent with opportunities in the IT, Engineering, and Digital sectors, serving various industries including banking, finance, insurance, manufacturing, automotive, and more. Our commitment to excellence and deep industry knowledge ensures we meet the evolving needs of our clients with precision and innovation.
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Job Title: Customer Service Manager
Location: 100% work from home
Job Overview:
We are seeking a motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service delivery. The Customer Service Manager will oversee daily operations, manage team performance, and implement strategies to enhance customer satisfaction and loyalty. This role requires strong leadership, problem-solving skills, and a customer-focused mindset.
Key Responsibilities:
Supervise and lead the customer service team, providing training, support, and performance feedback.
Develop and implement customer service policies, procedures, and standards to ensure consistent service quality.
Monitor and analyze customer service metrics, including response times, resolution rates, and satisfaction scores.
Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.
Collaborate with other departments to address customer issues and improve service delivery.
Identify opportunities for process improvements and implement changes to enhance efficiency.
Prepare and present regular reports on customer service performance and trends to senior management.
Stay updated on industry trends and best practices to ensure the team remains competitive.
Recruit, onboard, and retain top talent for the customer service team.
Foster a positive and customer-centric culture within the team.
Qualifications and Skills:
Bachelor’s degree in Business Administration, Management, or a related field (or equivalent experience).
Proven experience in a customer service or supervisory role.
Strong knowledge of customer service principles, practices, and tools.
Excellent leadership, communication, and interpersonal skills.
Ability to analyze data and use insights to drive improvements.
Strong problem-solving and conflict-resolution abilities.
Ability to manage multiple priorities and work under pressure.
Why Join Us?
At Digital Tek Solutions, we foster a collaborative and innovative work environment where you will have opportunities to grow professionally. You will gain hands-on experience working on cutting-edge projects, receive mentorship from industry experts, and be part of a supportive team committed to your success.

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