Looking for our next super star CSM
03rd September, 2024
Customer Service Manager (Operations) 12 month Fixed term - Personal lending experience is a must have
We are dedicated to providing our merchant partners and their customers with innovative financial solutions that empower growth, enhance financial well-being, and foster long-lasting business relationships. As we launch and grow, we are seeking an experienced Customer Service Manager to join the team. Reporting to the CEO, we are looking for a candidate who can demonstrate strong leadership qualities with the ability to resolve various customer inquiries. Our ideal Customer Service Manager will know how to supervise and mentor other customer service representatives by teaching industry best practices, offering feedback, and establishing measurable customer satisfaction goals.
Objectives of this role:
- Manage daily workflows within the customer service department
- Create and track customer service goals
- Supervise a team of customer service representatives
- Hire and onboard new customer service employees
- Assist in developing an effective customer loyalty program
- Document all interactions with clients in our Zoho CRM
Responsibilities: - Respond to customer inquiries regularly, as determined by SLAs
- Receive and implement customer feedback to improve service quality
- Manage daily progress in achieving important business metrics
- Generate reports on customer interactions
- Provide additional upskilling or learning opportunities for team members
- Oversee the budget for the customer service department
Skills and qualifications: - Customer service within the consumer lending world
- Demonstrated experience in customer service
- Strong understanding of CRM management and reporting
- Clear verbal and written communication skills
- Familiarity with management techniques
- Ability to meet and exceed customer needs
Preferred qualifications: - Interpersonal skills
- Problem-solving skills
- Ability to maintain customer confidentiality
- Ability to work collaboratively
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