Client Experience & Service Excellence Lead

String LLC; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Ireland Pay seeks a Customer Service Manager to lead our customer success efforts and ensure world-class service and support. You will oversee issue resolution, act as the escalation point for complex concerns, and drive improvements throughFeedback analysis. Collaboration with Sales, Marketing, and Product Development will shape the customer experience.

You will maintain records, present performance metrics to senior management, and uphold quality standards and compliance across the team.

Responsibilities

• Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner.
• Act as an escalation point for complex or escalated customer concerns, ensuring they are addressed promptly and to the customer's satisfaction.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Utilize data-driven insights to make informed decisions and implement improvements to enhance customer satisfaction.
• Collaborate with other departments such as Sales, Marketing, and Product Development to ensure a seamless customer experience.
• Provide insights from customer interactions to influence product/service improvements and development.
• Maintain accurate records of customer interactions and support activities.
• Prepare regular reports and present performance metrics to senior management.
• Ensure that the team adheres to company policies, industry regulations, and quality standards.
• Implement and monitor quality assurance processes to maintain service excellence.

Job description

Ireland Pay seeks a Customer Service Manager to lead our customer success efforts and ensure world-class service and support. You will oversee issue resolution, act as the escalation point for complex concerns, and drive improvements throughFeedback analysis. Collaboration with Sales, Marketing, and Product Development will shape the customer experience.

You will maintain records, present performance metrics to senior management, and uphold quality standards and compliance across the team.