Customer Service Manager Jobs

: Customer Service Manager

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Service Manager at Carelancer, a SaaS-based Home Healthcare Service Startup. We are looking for someone with exceptional communication skills, empathy, and a passion for delivering outstanding customer experiences. This role is critical in ensuring that our customers receive the highest level of support and assistance throughout their journey with us.

Responsibilities

• Provide necessary guidance, support, and training to help the service representative thrive and create an environment that encourages and empowers their growth and success.
• Stay updated on industry trends and best practices in customer service management.
• Identify and report trends, patterns, and recurring issues to assist in process improvement and product development efforts.
• Recruit, Manage and supervise a team of customer service representatives.
• Collaborate with other departments to improve overall customer satisfaction and identify areas for process improvement.
• Maintain a high level of product knowledge to effectively address customer inquiries and concerns.
• Collaborate with cross-functional teams, such as Product, and Marketing, to resolve customer issues and provide comprehensive solutions.
• Conduct performance evaluations and provide constructive feedback to team members.
• Analyze customer feedback and implement strategies to improve service quality.
• Analyse statistics and compile accurate reports
• Monitor customer interactions and resolve escalated issues to ensure prompt and effective resolution.
• Continuously seek opportunities to improve customer service processes and contribute ideas for enhancing the customer experience.
• Develop and implement customer service policies and procedures to enhance the overall customer experience.

Requirements and skills

• Proficiency in both written and spoken English is required.
• Customer service orientation
• Detail-oriented with excellent organizational, strategically thinking and multitasking abilities.
• Proven working experience as a Customer Service Manager
• Ability to analyze data and generate meaningful insights.
• Excellent knowledge in customer service software, CRM systems, and other relevant tools.
• Strong problem-solving skills with the ability to think quickly and creatively to resolve customer issues.
• Leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• Empathy and the ability to remain calm and professional when dealing with challenging customer situations.
• Bachelor's degree in business administration, management, or a related field.
• Awareness of industry’s latest technology trends and applications
• Experience in a startup environment or health care industry.
• Ability to work independently and as part of a team, collaborating effectively with colleagues from diverse backgrounds.

Why Join Us

• Competitive salary and benefits package.
• Collaborative and inclusive work culture that values teamwork, creativity, and personal growth.
• Opportunity to make a significant impact on the lives of our customers and contribute to their well-being.
• Be part of a dynamic and innovative startup in the home healthcare industry.
• Ongoing training and professional development opportunities.

If you are passionate about providing exceptional customer service and possess the skills and qualifications mentioned above, we would love to hear from you. Join us in our mission to transform the home healthcare experience for our customers by applying for the Customer Service Management role at Carelancer today.

Please submit your resume and a cover letter highlighting your relevant experience and why you are the ideal candidate for this position.