Job Description:
Position: Team Manager (Customer Service)
Work Setup: On-Site
Company Overview:
OnSpot Global is a leading customer service and support company that provides innovative solutions to businesses worldwide. Our mission is to help businesses build stronger relationships with their customers through exceptional service and support. We are currently seeking a dynamic and experienced Team Manager to join our team and lead our Customer Service Representatives (CSRs).
Job Overview:
As the Team Manager for our CSRs, you will be responsible for overseeing the day-to-day operations of the customer service team. You will be the main point of contact for all CSR-related matters and will work closely with other departments to ensure the highest level of service is provided to our clients. This is a full-time, permanent position with opportunities for growth and advancement within the company.
Key Responsibilities:
- Manage and lead a team of CSRs, providing guidance, support, and coaching to ensure high performance and productivity
- Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to increase efficiency and effectiveness
- Develop and maintain training programs for new and existing CSRs, ensuring they are equipped with the necessary skills and knowledge to provide exceptional service to our clients
- Act as the main point of contact for escalated customer inquiries and complaints, resolving issues in a timely and professional manner
- Collaborate with other departments to ensure seamless communication and alignment of goals and objectives
- Conduct regular team meetings to provide updates, share best practices, and address any concerns or issues
- Develop and maintain strong relationships with clients, anticipating their needs and providing proactive solutions to enhance their experience
- Stay up to date with industry trends and best practices, implementing new strategies and techniques to continuously improve the customer service experience
- Prepare and present reports on team performance and key metrics to upper management
Qualifications:
- Minimum of 3-5 years of experience in a customer service management role
- Strong leadership skills with the ability to motivate and inspire a team
- Excellent communication and interpersonal skills
- Proven track record of meeting and exceeding performance targets
- Ability to handle difficult situations and resolve conflicts effectively
- Proficient in Microsoft Office and CRM software
- Knowledge of customer service principles and practices
- Ability to adapt to a fast-paced and constantly changing environment
- Strong problem-solving and decision-making skills
We Offer:
- Competitive salary and benefits package
- Opportunities for growth and advancement within the company
- A supportive and collaborative work environment
- Continuous learning and development opportunities
If you are a results-driven and passionate individual with a strong background in customer service management, we want to hear from you! Join our team at OnSpot Global and help us deliver exceptional service to our clients. Apply now!