Customer Service Manager
CurrentManage, coach and develop the Customer Care team. Ensure team engagement with the brand through ongoing product knowledge and awareness with the business initiatives and objectives.• Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service.• Manage performance levels and KPIs for the team; measure and review to ensure customer expectations are always exceeded and satisfaction and Voice of Customer levels are maintained.• Manage and maintain all call and email SLA’s.• Initiate ideas to incentivize and reward the team.• Provide feedback to other relevant departments to drive improvements in service.• Manage team performance and HR administration. Recruit and develop an elite team dedicated to providing exceptional service.• Identify and support the development of new technology, processes and systems to enhance process workflow and delivery.
