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Customer Service Manager

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A leading children apparel retailer in USA having its stores all over the globe

Role Introduction

The Customer Service Resolution Manager will oversee customer inquiries related to marketing programs, website, store experience, and orders while managing back-office tasks such as data entry and returns processing. This role includes leading Call Center associates, resolving escalated cases, and providing training. The aim is to enhance customer satisfaction, achieve first contact resolution, and build loyalty through outstanding service.

Features
  • Onsite
  • Full Time
  • US Shift (6PM-3AM)
Requirements
  • Lead the response to customer email and white mail inquiries about company marketing programs, website, store experience, product availability, and order status.
  • Manage and oversee operational work such as data entry, fulfillment, and returns processing
  • Provide expert guidance to Contact Center associates by assisting with FAQs, policies, procedures, and workflow understanding.
  • Handle and resolve complex or escalated customer issues efficiently.
  • Develop and implement processes to ensure a high standard of customer service and resolution.
  • Utilize in-depth knowledge of company policies and services to address inquiries and issues effectively.
  • Analyze customer interactions to identify true needs and improve service delivery.
  • Ensure all inquiries (verbal and written) are resolved, including outbound follow-ups as needed.
  • Identify and lead opportunities for improving departmental processes and procedures.
  • Build and maintain strong relationships with third-party contact center providers.
  • Monitor and respond to feedback, including Better Business Bureau and Attorney General complaints, and Google customer reviews.
  • Act as the primary subject matter expert for all company policies and procedures.
  • Ensure timely processing of all tasks to meet and exceed customer expectations.
  • Train, mentor, and develop Contact Center associates to enhance their skills and knowledge.
Specifications
  • Bachelor’s degree in Marketing or relavant field
  • 3-5 years of experience in a customer service management role.
  • Strong leadership and team management skills, with the ability to motivate and guide a team.
  • In-depth knowledge of principles and processes for delivering outstanding customer service.
  • Proven ability to handle complex customer situations with professionalism, demonstrating strong negotiation and problem-solving skills.
  • Outstanding time management and organizational skills.
  • Strong analytical skills to identify opportunities for process improvements and implement solutions.
  • Proficiency in Microsoft Office and other automated systems, including working with computerized informational databases.
Expertise
Skills: English Communication, Leadership, Managment, Spanish Communication
About TalentHue
TalentHue provides scalable, reliable Tech Recruitment, Corporate Recruitment and Consulting (Strategy, Operations, Performance) services. Our Recruitment and HR consultants will work alongside your team to meet the unique needs of your business.

Customer Service Manager

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Salary Range

350K-400K


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Recruitment Team

What will be your next steps?

1

Quick non-technical conversation
It’s all about communication! We want to see how your social and decision-making skills can contribute to efficient team performance.

2

60 to 90 minutes technical interview

During the technical interview, we want to assess the candidate’s specific knowledge, skills, and abilities in relation to our client’s needs.

3

Client interview
The problem-solving challenge is all about using logic and creativity to make sense of a situation and develop an intelligent solution.

4

Offer
You did it! After managing to get through all of these rigorous stages, it’s finally time to recommend you directly to our clients
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