bayt
Customer Service Manager
Unknown
Riyadh Region, KSA
Senior
Onsite
Discovered 3 weeks ago
Customer service operationsCustomer successTeam leadershipPerformance managementCustomer retention and expansionProcess improvement
Free
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Customer service operationsCustomer successTeam leadership
Role Overview
The employer is seeking an experienced, data-driven, and inspiring Customer Success or Customer Service Manager to build, lead, and motivate a customer service team.
The role is responsible for customer retention, expansion, satisfaction, team performance, process optimization, and cross-functional collaboration.
Key Skills for This Role
Customer service operationsCustomer successTeam leadershipPerformance managementCustomer retention and expansionProcess improvement
Full Job Posting
Role Overview
The employer is seeking an experienced, data-driven, and inspiring Customer Success or Customer Service Manager to build, lead, and motivate a customer service team.
The role is responsible for customer retention, expansion, satisfaction, team performance, process optimization, and cross-functional collaboration.
Team Leadership and Client Engagement
- Lead and manage customer service representatives while providing direction, mentorship, and performance management.
- Foster a collaborative team environment that improves customer satisfaction and team effectiveness.
- Oversee escalated inquiries and complaints for timely and effective resolution.
- Maintain client relationships and analyze feedback to improve customer satisfaction.
- Use interaction data to identify upsell, cross-sell, product expansion, renewal, and conversion opportunities.
Process Improvement
- Identify and implement improvements within the customer service department.
- Develop and enforce best practices to streamline workflows and improve operational efficiency.
- Review and update customer service policies and procedures.
- Design and optimize customer conversion pathways, including lead identification, value demonstration, and renewal or expansion procedures.
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