Customer Service Manager

Job Description

As a Customer Service Manager, you will lead and motivate our customer service team in Inverness. You will be responsible for overseeing daily operations, ensuring that customers receive top-notch service, and implementing effective strategies to enhance the customer experience.

Responsibilities

• Oversee the hiring and training of customer service representatives.
• Analyze customer feedback and implement improvements to services.
• Encourage a positive team environment that promotes high levels of client satisfaction.
• Keep up with industry trends to enhance customer service strategies.
• Ensure that all customer inquiries are responded to in a timely manner.
• Maintain up-to-date knowledge of company products and services.
• Foster relationships with customers and contribute to customer loyalty.

Requirements

Education

• Bachelor's degree in Management or a related field

Experience

• 5+ years in customer service roles with leadership responsibilities

Technical Skills

• Customer Service Software
• Reporting Tools

Soft Skills

• Adaptability
• Empathy

Languages

• English: Fluent

Advantageous

• Experience with customer feedback tools: Hands-on experience with tools that gather customer feedback for service enhancements.
• Strong understanding of customer journey mapping: Ability to visualize and map customer experiences for better service delivery.

Benefits

• Enhanced salary package with bonuses based on performance
• Generous health benefits with wellness programmes
• Options for work-life balance including flexible schedules
• Career advancement opportunities within the company

Company Culture

• Innovation: We prioritize innovative solutions that enhance customer experiences.
• Employee Recognition: We celebrate our employees' achievements and provide a supportive environment.
• Open Communication: We foster an environment of open communication where all voices are heard.