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Customer Service
Customer Service Manager Permanent
Description:
Our CSM Manager plays a critical role in helping us maintain our reputation as a leader in the floral/service industry. They are responsible for developing the skills and capabilities of their team members. Managers will strive to gain new customers, drive customer loyalty, and reach their full potential in achieving superior customer service.
- Ensure all Customer Relationship Specialist have the knowledge, skills and materials to answer customers’ inquiries, request of orders, and/or resolve problems quickly and effectively
- Ensuring all customer are being serviced correctly and given high priority
- Implement, review and improve all call center policies, procedures and service standards.
- Creating work schedules for the Customer Relationship Specialist (CRSs)
- Evaluate the performance of CSRs with Mystery Shops, monitoring calls and tracking sales
- Create & Coordinate bonus, rewards and incentives
- Handle escalated customer complaints or issues
- Work with other departments concerning product or service issues
- Maintain up to date knowledge of POS
- Provides coaching and feedback, including formal corrective action
- Conducts annual performance reviews
. Requirements:
- Experience in managing and coaching teams in a Call Center environment
- 3-5 years of proven Account Management or Customer Service success focused on shaping the customer experience, customer escalations, and retention practices.
- Professional, courteous and responsive customer service and phone skills
- Excellent communication skills; both verbal and written
- Experience with Google Workspace
- Proficiency in English
- Influencing, leading and delegating abilities
- Critical thinking, decision making and problem solving skills
- Self-starter who is energetic and flexible
- Detail oriented with strong organizational skills
- Maintains a calm, tactful demeanor when dealing with difficult situations.
- An eye for creativity and design
PM20
PI
