Collections Agent (Remote, Bellville)

Blacksmith Agency LLC; South Africa; Remote; ZAR 460.000 - 620.000; Vollzeit

Zusammenfassung

Blacksmith Agency LLC is seeking a seasoned Customer Service Manager to lead a remote support team in the Hospitality & Tourism sector. You will shape customer experience strategies, oversee daily operations, and drive performance across metrics from a distributed home-based setup.

Responsibilities include developing service strategies, mentoring agents, monitoring KPIs, and handling escalations to sustain high standards and foster loyalty in a globally connected industry.

Qualifikationen

• Experience managing remote customer support teams.
• Strong communication and problem-solving skills.
• Proven ability to drive customer satisfaction metrics.

Aufgaben

• Develop and implement customer service strategies to boost satisfaction.
• Lead and mentor remote service representatives with clear expectations.
• Monitor KPIs like response times and CSAT; take corrective actions.
• Resolve escalations maintaining high service standards.

Kenntnisse

Customer service

Team leadership

Remote management

KPI tracking

Ausbildung

Bachelor's degree in business

Tools

CRM software

Ticketing system

Jobbeschreibung

Customer Service Manager

Our client is seeking a highly motivated and experienced Customer Service Manager to lead their remote customer support team, specializing in the Hospitality & Tourism sector. This pivotal role involves overseeing daily operations, ensuring exceptional service delivery, and fostering a positive and productive remote work environment. You will be instrumental in shaping customer experience strategies, managing performance metrics, and driving continuous improvement initiatives from a remote setting. This is an opportunity to make a significant impact on customer satisfaction and loyalty within a dynamic and globally connected industry, working within a company that champions remote work flexibility and employee growth.

About the Role

Our client is seeking a highly motivated and experienced Customer Service Manager to lead their remote customer support team, specializing in the Hospitality & Tourism sector. This pivotal role involves overseeing daily operations, ensuring exceptional service delivery, and fostering a positive and productive remote work environment. You will be instrumental in shaping customer experience strategies, managing performance metrics, and driving continuous improvement initiatives from a remote setting. This is an opportunity to make a significant impact on customer satisfaction and loyalty within a dynamic and globally connected industry, working within a company that champions remote work flexibility and employee growth.

Key Responsibilities

• Develop and implement comprehensive customer service strategies to enhance client satisfaction and retention within the hospitality domain.
• Lead, train, and mentor a team of remote customer service representatives, setting clear performance expectations and providing regular feedback.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, implementing corrective actions as needed.
• Manage customer escalations, resolving complex issues with professionalism and efficiency to maintain high service standards.