Customer Service Manager at Fadac Resources

JOB DESCRIPTION

• Hire, train, supervise, and evaluate customer service representatives, providing performance feedback and guidance. Assist with staffing, scheduling, and performance evaluations.
• Directly address customer inquiries and complaints, resolving issues efficiently across all platforms
• Track and analyze key customer service metrics, identifying trends and areas for improvement. 
• Implement and maintain procedures to optimize customer service operations and enhance the customer experience. Develop and implement customer service policies, procedures, and standards.
• Develop and implement customer service objectives and goals, aligning them with overall business objectives. 
• Effectively communicate customer service policies and procedures to the team and other stakeholders.
• Ensure prompt and accurate communication with customers across all channels (in-person, email, phone, online).
• Foster positive relationships with customers by providing exceptional service and addressing their needs.
•  Monitor and analyze customer feedback, reviews, and surveys to identify areas for improvement.
• Stay informed about industry trends and competitor practices to improve customer service strategies. 
• Identify and resolve complex customer issues, escalating them to higher levels when necessary.
• Compile and analyze data to measure performance, reporting on department performance to upper management. Report on key performance indicators (KPIs) related to customer satisfaction and team efficiency.
• Lead, train, and motivate the customer service team to meet and exceed service expectations.
• Work closely with sales and inventory teams to ensure smooth order processing and delivery.

JOB REQUIREMENT

• BS degree in Business Administration or related field.
• A minimum of 4 years of proven experience in a customer service position and Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in providing customer service support
• Ability to use Microsoft office (especially Excel), ERP and analyze data proficiently
• Excellent knowledge of management methods and techniques
• Proficiency in English, strong client-facing and communication skills
• Working knowledge of customer service software, databases and tools
• Excellent leadership and interpersonal skills, ability to think strategically and to lead.
• Advanced troubleshooting and multi-tasking skills
• Ability to pay great attention to details and strategic thinking skills