Versadesk
Customer Service Manager
New York, NY | $67K - $135K
Qualifications
- The ideal candidate must possess the ability to thrive in a fast-paced environment, where enthusiasm and empathy for our customers are essential for success
- Additionally, the selected candidate should have excellent time management and organizational skills to ensure that every customer obtains solutions to their problems in a timely manner
- Bachelor's degree in Business, Communications, or a related field
- Proven track record of at least 2+ years of experience in a customer relations role
- Strong knowledge of CRM systems such as HubSpot or Zendesk
- Proficiency in data analysis and data analytics tools such as Excel, Google Sheets, etc
- Exceptional communication and interpersonal skills
- Analytical mindset with the ability to interpret customer feedback data
- Leadership experience and the ability to motivate and guide a team
Responsibilities
- You will be a driving force behind the seamless fusion of technology and human touch, ensuring that every customer interaction reflects our dedication to excellence
- In this role, you will be responsible for overseeing the daily operations in the customer relations department, further developing our CRM module, and championing the quest for an abundance of positive reviews from delighted customers
- Oversee day-to-day functions of customer relations representatives
- Assist customers on the phone, respond to emails, and ensure timely and effective resolution of inquiries
- Process replacement orders, and occasionally handle refunds and returns, ensuring a positive customer experience
- Standard Operating Procedures (SOPs):
- Develop comprehensive standard operating procedures for the customer service department to streamline processes and ensure consistency in service delivery
- Train and mentor customer service representatives on SOPs, fostering a culture of efficiency and excellence
- Continuously assess and enhance our current CRM customer service module to ensure optimal functionality and user experience
- Collaborate with cross-functional teams to implement innovative features and improvements, leveraging technology to elevate customer service capabilities
- Implement strategies to actively encourage and obtain positive customer reviews across different platforms
- Analyze customer reviews to identify trends, areas for improvement, and opportunities for showcasing customer satisfaction
- Play a pivotal role in gathering feedback from customers through various channels, including surveys, reviews, and direct communication
- Work closely with the in-house engineering team to communicate customer feedback, ensuring a seamless flow of information for product improvement and innovation
Company information