Customer Service Manager I Work from Office

We’re Hiring: Customer Service Manager!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Attach this together with your updated CV to become a priority applicant!

Schedule: Night Shift

Job Description:

This role will also champion the customer and is directly involved with customer retention and responsible for driving resolution of customer concerns, and the cause of these concerns. The individual in this role must also be highly data driven with familiarity with typical Customer Service metrics, excellent analytic skills to manage through metrics and the ability to clearly communicate with data.

• Collaborate with peers to design, standardize and optimize business processes, contribute to achieving best-in-class customer service
• Oversee daily activities of customer service team members including fast and accurate processing of customer orders, contracts, purchase orders, requests, reports, complaint and return handling
• Hold regular 1:1 touchdown meetings with direct reports
• Carry out supervisory responsibilities in accordance with company policies and procedures. Additional responsibilities include training, motivating employees; planning, assigning and delegating work; rewarding and disciplining employees; and effective conflict resolution
• Ensure all processes are accurately documented and work instructions exist to ensure all customer requirements are met
• Liaise with commercial, operations, and quality teams to ensure timely problem solving in case of issues
• Solve complex customer service issues and proactively prevent negative customer service trends
• Initiate customer contact to investigate complaints and/or solicit suggestions to improve customer experience
• Responsible for the quality of the Customer Service interactions with customers
• Ensue timely and accurate updating of customer information, special notes and contract pricing
• Liaise operational concerns with OptiBPO regarding facilities, equipment, employment conditions, etc.
• Lead and manage the customer service team, ensuring high performance and engagement.
• Prepare weekly, monthly, quarterly reports on team's overall performance; Review performance metrics with leadership on regular basis to ensure individual, team and company goals are met

• Proven experience as a Customer Service Manager or in a similar role in the contact center or BPO industry.
• Strong leadership skills with the ability to motivate and develop a team of customer service professionals.
• Excellent communication and interpersonal skills, fostering positive relationships with customers and staff.
• Experience in managing service metrics and a strong understanding of customer service principles.
• Ability to analyze data and derive insights to improve service delivery and client satisfaction.
• Familiarity with customer service software and tools, enhancing team productivity.
• A proactive attitude, with excellent problem-solving skills and the ability to work under pressure.
• Knowledge of Microsoft Dynamics 365
• Knowledge of Sage 500 and SM+ a plus
• Expertise in Microsoft Suites

• Client Care Team Leads
• Client Care Representatives
• Client Care Liaisons
• Service Contract Administrators
• Service Coordinators
• Service Quotation Specialists
• Purchasing Assistants

Qualification and requirements:

• Proven experience as a Customer Service Manager or in a similar role in the contact center or BPO industry.
• Strong leadership skills with the ability to motivate and develop a team of customer service professionals.
• Excellent communication and interpersonal skills, fostering positive relationships with customers and staff.
• Experience in managing service metrics and a strong understanding of customer service principles.
• Ability to analyze data and derive insights to improve service delivery and client satisfaction.
• Familiarity with customer service software and tools, enhancing team productivity.
• A proactive attitude, with excellent problem-solving skills and the ability to work under pressure.

Non-negotiable skills & requirements:

• Proven experience as a Customer Service Manager or in a similar role in the contact center or BPO industry.
• Strong leadership skills with the ability to motivate and develop a team of customer service professionals.
• Excellent communication and interpersonal skills, fostering positive relationships with customers and staff.
• Experience in managing service metrics and a strong understanding of customer service principles.
• Ability to analyze data and derive insights to improve service delivery and client satisfaction.
• Familiarity with customer service software and tools, enhancing team productivity.
• A proactive attitude, with excellent problem-solving skills and the ability to work under pressure.

Perks & Benefits (Work From Office/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Up to 24 leave credits per year
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.