We are seeking an experienced and results-driven Customer Service Manager to lead our customer satisfaction efforts at Driscoll Group. As a key member of our management team, you will be responsible for developing and implementing strategies to ensure exceptional customer service, resolving customer complaints, and driving continuous improvement in our customer experience.
Key Responsibilities
Develop and implement customer service standards, policies, and procedures
Lead and supervise a team of customer service representatives
Monitor and analyze customer feedback, complaints, and satisfaction metrics
Identify and address service gaps, implementing corrective actions as needed
Collaborate with internal teams to resolve customer concerns and improve overall customer experience
Develop and conduct training programs to enhance customer service skills
Foster a customer-centric culture throughout the organization
Ensure compliance with regulatory requirements and industry standards
Analyze and report on key performance indicators (KPIs) to measure customer service effectiveness
Perform other duties as assigned by management
Requirements
Bachelor's degree in Business Administration, Marketing, or related field
3-5 years of experience in customer service management, preferably in a similar industry
Proven track record of success in improving customer satisfaction and loyalty
Excellent communication, leadership, and problem-solving skills
Ability to work in a fast-paced environment and adapt to changing priorities
Strong analytical and data interpretation skills
Familiarity with customer relationship management (CRM) software and technology
Working Conditions
Work is performed in the office and remotely.
May require occasional travel to other locations or meetings
Must be able to work flexible hours, including evenings and weekends, as needed
What We Offer
Competitive salary and benefits package
Opportunities for professional growth and development
Collaborative and dynamic work environment
The chance to be part of a leading organization dedicated to delivering exceptional customer experiences
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Advertising Services
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