Customer Service Manager Job at Sunset Intimates
Overview:
Candidates should have the ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Someone that displays exceptional verbal and written communication, interpersonal skills, problem-solving, and conflict resolution skills, while maintaining a positive and professional appearance.
Responsibilities
- Responsible for overall performance and quality of customer service center, by achieving desired service levels and taking corrective action, as needed.
- Tracks customer service experiences across online and offline channels, devices, and touchpoints.
- Collaborating with marketing and sales teams to enhance customer services and brand awareness.
- Aligning customer experience strategies with marketing initiatives.
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Responding to customer queries in a timely and effective manner, via phone, email, social medial or chat applications.
- Analyzing customer feedback and preparing reports
- Evaluating after-sales and support services
- Documenting processes and logging technical issues, as well as customer complaints and concerns.
- Supervises the day-to-day activities of customer service staff
- Trains new staff and maintains training manuals and SOP and process documents
Required Skills and Experience
- 3-5 years? experience in customer service or call center environment
- Retail or hospitality experience preferred
- Strong customer service skills
- Prior sales experience preferred
- Strong organizational skills
- Good communication and interpersonal skills
Education/Licenses
- High School Diploma or GED required
- College Degree Preferred
- Active Driver Licenses
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