Customer Service Manager

hace 2 semanas

San Pedro Garza García, México Johnson Controls A tiempo completo

**What will you do?**

As a Customer Service Manager, you will oversee the customer service department and ensure high levels of customer satisfaction. You will be responsible for leading and mentoring the customer service team, developing effective customer service strategies, and ensuring that all customer interactions align with company standards. You will also handle escalated customer issues and work to improve overall service quality.

**How will you do it?**
- Lead and support the customer service team, providing coaching and guidance to ensure performance excellence.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Handle complex customer inquiries and resolve complaints efficiently.
- Foster a customer-centric environment by promoting best practices in customer service.
- Collaborate with other departments to improve products and services based on customer feedback.
- Conduct regular training sessions for staff to enhance their customer service skills.
- Prepare reports on customer service performance for management review.

**What are we looking for?**
- Proven experience in a customer service management role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Advanced English Level is a must.
- Ability to analyze data and derive actionable insights.
- Proficiency in customer service software and tools.

**Preferred**:

- Experience in a related industry.
- Knowledge of customer service best practices.

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