We are looking for a highly motivated Remote Customer Service Manager & Executive to oversee and enhance our customer service operations while ensuring an outstanding experience for our clients. The ideal candidate will lead a remote customer service team, develop strategies to improve customer satisfaction, and handle escalations efficiently.
Key Responsibilities:
Customer Service Management:
Oversee and manage daily customer service operations.
Develop and implement customer service policies, procedures, and best practices.
Monitor customer interactions to ensure a high level of satisfaction and resolution.
Analyze customer feedback and recommend improvements.
Team Leadership & Training:
Recruit, train, and mentor customer service representatives.
Set performance goals and track key metrics (e.g., response time, resolution rate, CSAT).
Conduct regular team meetings and coaching sessions.
Customer Support & Issue Resolution:
Handle escalated customer complaints and complex inquiries.
Work closely with other departments (sales, product, IT) to resolve customer issues efficiently.
Ensure prompt responses to customer inquiries via email, phone, live chat, and social media.
Technology & Reporting:
Utilize CRM and helpdesk software to manage customer interactions and track performance.
Generate reports on customer service metrics and present findings to leadership.
Implement automation and AI tools to enhance support efficiency.
Requirements & Qualifications:
Proven experience as a Customer Service Manager, Executive, or similar leadership role.
Strong knowledge of customer service principles and best practices.
Excellent leadership, communication, and conflict-resolution skills.
Proficiency in CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
Ability to work remotely with minimal supervision.
Strong problem-solving abilities and decision-making skills.
Bachelor’s degree in Business, Communications, or a related field (preferred).
Benefits:
Competitive salary & performance-based incentives.
Flexible remote work environment.
Career growth opportunities.
Paid time off & company benefits.