Manager

As an Assistant Manager in the Customer Relationship Management (CRM) department, you will oversee customer service representatives to ensure efficient and satisfactory service to customers. Your responsibilities will include: - Managing disappointed customers and devising solutions to resolve customer issues promptly - Interacting with customers via phone, email, and the company website - Providing support to representatives during busy periods and ensuring adherence to company policies - Using social media to promote the company's products and services - Escalating customer complaints to upper management - Collaborating with vendors and partners - Generating reports for upper management - Assisting in creating and updating call scripts for representatives - Maintaining a customer database for follow-up and service purposes - Analyzing customer evaluations for areas of improvement - Training newly hired representatives on customer service protocols, equipment, and software To excel in this role, you must have exceptional customer service skills, strong interpersonal abilities, and active listening skills. Proficiency in MS Excel, keen attention to detail, and effective multitasking abilities are essential. Prior experience in managing customer service teams and demonstrating excellent management and leadership skills are crucial. You will also be responsible for listening to recorded interactions between representatives and customers to enhance training and provide corrective feedback as needed.,