Customer Experience Leader

HRM Direct Middleware Test Company; California (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

HRM Direct Middleware Test Company is seeking a Customer Service Manager to lead a team of representatives and ensure delivery of excellent service to clients. The role focuses on developing strategies to improve satisfaction, resolve issues efficiently, and optimize operational processes.

The successful candidate will demonstrate strong leadership, CRM proficiency, and the ability to analyze performance metrics to meet KPIs, while collaborating with other departments to enhance the customer

Qualifications

• Bachelor's degree in Business Administration or related field.
• Proven experience in a customer service management role.
• Excellent leadership and communication skills.
• Strong problem-solving abilities.
• Proficiency in CRM software and MS Office.

Responsibilities

• Develop and implement customer service policies and procedures.
• Train, mentor, and motivate customer service team members.
• Monitor and analyze team performance metrics to meet KPIs.
• Handle escalated customer complaints and issues.
• Collaborate with other departments to enhance the overall customer experience.
• Conduct regular performance evaluations and provide feedback for improvement.
• Stay up-to-date with industry trends and best practices in customer service management.

Skills

Leadership

Communication

Problem-solving

Customer focus

Team management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

MS Office

Job description

HRM Direct Middleware Test Company is seeking a Customer Service Manager to lead a team of representatives and ensure delivery of excellent service to clients. The role focuses on developing strategies to improve satisfaction, resolve issues efficiently, and optimize operational processes.

The successful candidate will demonstrate strong leadership, CRM proficiency, and the ability to analyze performance metrics to meet KPIs, while collaborating with other departments to enhance the customer