Customer Service Manager

Opportunity to join an early stage startup that is rapidly expanding. Looking for a customer service manager to join the team in either a remote capacity or from our newly formed UK office. We are looking for a self starter that is able to drive user retention through strong relationships. Whilst also building a strong team and developing procedures, policies and standards for the newly formed customer service department.

Being the central point of contact for client relationships, the Customer Support Manager will work in close partnership with the marketing and operations teams to drive customer satisfaction.

Customer Service Manager Responsibilities:

1. Improving customer service experience, create engaged customers and facilitate organic growth
2. Taking ownership of customers issues and following problems through to resolution
3. Work closely with Chief Operating Officer on strategies focused towards mission
4. Develop service procedures, policies and standards
5. Keep accurate records and document customer service actions and discussions
6. Analyse statistics and compile accurate reports
7. Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
8. Keep ahead of industry’s developments and apply best practices to areas of improvement
9. Control resources and utilise assets to achieve qualitative and quantitative targets
10. Maintain an orderly workflow according to priorities

Requirements:

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Customer service orientation

Qualifications

• Bachelor’s degree or equivalent experience
• 3+ years’ of customer service
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)