Job Title: Customer Service Manager for Online University/Coaching Industry
Job Description:
We are seeking a dynamic and experienced Customer Service Manager to join our team. As a Customer Service Manager for our online university/coaching industry, you will be responsible for leading a team of customer service representatives and ensuring that our students and clients receive an exceptional customer experience. The ideal candidate should have a proven track record of managing a customer service team, possess excellent communication and problem-solving skills, and have a passion for providing outstanding customer service.
Roles and Responsibilities:
Lead and manage a team of customer service representatives, providing training and coaching to ensure excellent customer service standards
Develop and implement customer service policies, procedures, and best practices
Oversee the handling of all customer inquiries, complaints, and issues in a timely and professional manner
Manage customer service metrics, including response times, call volumes, and customer satisfaction ratings
Work cross-functionally with other departments to ensure that customer issues are resolved effectively and efficiently
Develop and maintain a deep understanding of our products and services to provide accurate and helpful information to our customers
Analyze customer feedback and data to identify trends and opportunities for improvement
Develop and implement strategies to improve customer engagement and retention
Participate in the recruitment, hiring, and training of new customer service team members
Perform other duties as assigned by senior management
Qualifications:
5+ years of experience in customer service management, preferably in an online education or coaching industry
Proven track record of managing a customer service team and achieving customer service metrics
Excellent communication and problem-solving skills
Strong leadership and coaching skills
Ability to analyze data and identify trends
Proficient in customer service software and CRM systems
Ability to work in a fast-paced and dynamic environment
Passion for delivering exceptional customer service
This is a full-time position with a competitive salary and benefits package. If you are a proactive, customer-focused individual with a passion for leading a team to deliver exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume /20142698/f/k6pka-3767/VJQQ71MQBRXMHH4834
Additional Must know how to use
– Zoom
– ClickUp ( Project Management )
– FreshDesk
– Be able to create SOPs
APPLY FOR THIS JOB:
Company: WB
Name: Godwin Nwokocha
Email: