Customer Service Manager (Night Shift)

- Managing and supervising a team of customer service representatives
- Developing and implementing customer service policies and procedures
- Setting performance goals and expectations for the customer service team and conducting regular performance evaluations
- Training and coaching customer service representatives to improve their skills and knowledge
- Handling escalated customer issues and ensuring timely and effective resolution
- Analyzing customer service metrics and identifying areas for improvement
- Developing strategies to improve customer satisfaction and retention
- Collaborating with other departments to ensure a seamless customer experience
- Staying up-to-date with industry trends and best practices in customer service

- Customer Service Skills: A Customer Service Manager should have excellent customer service skills, including handling difficult customer situations and providing effective solutions
- Leadership Skills: A Customer Service Manager should have strong leadership skills, including motivating and managing a team of customer service representatives
- Communication Skills: A Customer Service Manager should have excellent communication skills, including the ability to effectively communicate with customers, team members, and other stakeholders. Fluent written and verbal English knowledge (C1 Level) is required
- Problem-Solving Skills: A Customer Service Manager should have strong problem-solving skills, including identifying and addressing customer issues quickly and effectively
- Time Management Skills: A Customer Service Manager should have excellent time management skills, including managing multiple priorities and deadlines
- Technical Skills: A Customer Service Manager should have strong technical skills, including proficiency with customer relationship management (CRM) software, Microsoft Office, and other relevant tools
- Analytical Skills: A Customer Service Manager should have strong analytical skills, including analyzing customer data and identifying trends and patterns
- Teamwork Skills: Customer Service Manager should have excellent teamwork skills, including collaborating with other departments and stakeholders to achieve common goals
- Training and Development Skills: A Customer Service Manager should have experience in training and developing customer service representatives, including the ability to provide feedback and coaching to improve performance
- Education: A Bachelor’s Degree in Business Administration, Communications, or a related field is typically preferred for this role
- Experience: Minimum of 3 years experience in a relevant position (preferably in the IT industry)