Customer Service Manager

Job Summary

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