Customer Service Manager

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Job Summary:

Key Responsibilities

• Lead and manage the customer service team, focusing on chat functions and outbound sales conversion.
• Develop and implement effective customer service strategies to enhance the customer experience and drive sales growth.
• Monitor team performance, providing regular feedback and coaching to ensure high levels of productivity and service quality.
• Analyze customer interactions and data to identify trends, opportunities, and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience and address any service-related issues.
• Establish and maintain performance metrics, KPIs, and SLAs to ensure the team meets and exceeds targets.
• Handle escalated customer issues and provide solutions to resolve them promptly and effectively.
• Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
• Stay updated on industry trends and best practices to continuously improve customer service operations.
• Prepare and present regular reports on team performance, customer feedback, and sales conversion rates to senior management.
  

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in a customer service leadership role, with a focus on chat functions and outbound sales conversion.
• Proven experience managing a team of 15-20 agents in a fast-paced e-commerce environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills to interact effectively with customers, team members, and stakeholders.
• Proficiency in using customer service software and tools, including CRM systems.
• Ability to develop and implement effective training programs.
• Strong problem-solving skills and the ability to handle escalated customer issues.
• Ability to manage multiple tasks and priorities in a dynamic environment.
  

Preferred Skills

• Experience in the furniture rental or e-commerce industry.
• Knowledge of advanced customer service techniques and best practices.
• Familiarity with Cityfurnish.com's business model and customer service standards.
• Expertise in using tools like Ozontel, Zoho, Freshdesk etc