Senior Manager of Customer Service

Location: New York, NY

Job Description:

The Senior Manager of Customer Service will be responsible for overseeing the customer service department and ensuring that all customer inquiries and issues are handled in a timely and professional manner. The ideal candidate will have a strong background in customer service management, excellent communication skills, and the ability to lead and motivate a team.

Responsibilities:

• Manage and oversee the customer service department
• Develop and implement customer service policies and procedures
• Ensure that all customer inquiries and issues are handled in a timely and professional manner
• Monitor customer service metrics and implement improvements as needed
• Train and develop customer service representatives
• Handle escalated customer issues and complaints
• Collaborate with other departments to improve the overall customer experience
• Stay up-to-date with industry trends and best practices

Requirements:

• Bachelor's degree in business administration or a related field
• 5+ years of experience in customer service management
• Excellent communication and interpersonal skills
• Strong leadership and team management skills
• Ability to handle and resolve customer complaints and issues
• Knowledge of customer service software and tools
• Ability to work in a fast-paced environment