Customer Service Manager
Earnipay
This job is no longer accepting applications
See open jobs at Earnipay.See open jobs similar to "Customer Service Manager" Canaan Partners.Customer Service
Lagos, Nigeria
Posted on Nov 20, 2023
- Service Excellence: Establish and maintain service standards, KPIs, and SLAs to consistently deliver high-quality service and customer satisfaction.
- Customer Advocacy: Foster customer loyalty and advocacy by actively seeking feedback, testimonials, and case studies.
- Escalation Handling: Manage and resolve escalated customer issues, demonstrating empathy and a commitment to finding solutions.
- Feedback Gathering: Gather and relay client feedback to the product development team to help improve our offerings.
- Workflow Optimization: Continuously review and optimise customer service processes and workflows to enhance efficiency and effectiveness.
- Reporting and Analysis: Utilize data and reporting tools to track and analyse customer service performance, identifying areas for improvement.
- Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to address customer-related challenges and opportunities.
- Documentation and Knowledge Base: Develop and maintain a comprehensive knowledge base for customers and the customer service team.
- Team Leadership: Lead, coach, and mentor a team of customer support representatives, fostering a positive and motivated work environment.
- Training and Development: Provide ongoing training and professional development opportunities for the customer service team to enhance their skills.
This job is no longer accepting applications
See open jobs at Earnipay.See open jobs similar to "Customer Service Manager" Canaan Partners.