Customer Service Manager
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Key skills for this role
About the Role
ASTRA CYBERSEC seeks a Customer Service Manager to lead and optimize customer support operations remotely. The role involves overseeing representatives, setting performance standards, handling escalated issues, and implementing process improvements.
Key Skills for This Role
Responsibilities
- Lead and optimize customer support operations
- Oversee customer service representatives and set performance standards
- Monitor service metrics and analyze customer feedback
- Handle escalated issues and implement process improvements
- Coordinate support workflows and coach team members
- Collaborate with other departments to resolve customer concerns
- Develop policies for consistent communication with clients
Requirements
- Demonstrated expertise in Customer Service Management and Customer Support
- Strong focus on Customer Satisfaction
- Excellent Communication skills
- Solid Analytical Skills
- Previous experience managing remote or distributed customer service teams
- Proficiency with customer service platforms, ticketing systems, and CRM tools
- Ability to work independently and prioritize tasks
- Bachelor’s degree in Business, Communications, or related field, or equivalent experience
Full Job Posting
Role Description
- The Customer Service Manager is responsible for leading and optimizing customer support operations to ensure high levels of customer satisfaction. This full time remote role includes overseeing customer service representatives, setting performance standards, and monitoring service metrics. The manag
Qualifications
- Demonstrated expertise in Customer Service Management and Customer Support, with a track record of improving service delivery.
- Strong focus on Customer Satisfaction, including experience measuring and enhancing customer experience across multiple channels.
- Excellent Communication skills, both written and verbal, with the ability to interact effectively with customers and internal teams.
- Solid Analytical Skills to interpret service data, identify trends, and recommend actionable improvements.
- Previous experience managing remote or distributed customer service teams is highly beneficial.
- Proficiency with customer service platforms, ticketing systems, and CRM tools.
- Ability to work independently, prioritize tasks, and make sound decisions in a fast paced environment.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
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