Client Experience Manager I

Manager, Customer Service

About the Role:

As the Manager of Customer Service, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. You will lead and develop a team of customer service representatives, oversee day-to-day operations, and implement strategies to enhance service delivery and support organizational objectives.

Essential Job Responsibilities:

• Lead and manage a team of customer service representatives, providing coaching, guidance, and support to ensure high-quality service delivery and customer satisfaction.
• Develop and implement customer service policies, procedures, and standards to meet or exceed service level agreements (SLAs) and performance targets.
• Monitor and analyze customer service metrics, including call volume, response times, resolution rates, and customer feedback, to identify trends, issues, and opportunities for improvement.
• Work closely with cross-functional teams, including sales, product, and operations, to address customer inquiries, resolve issues, and escalate complex cases as needed.
• Develop and deliver customer service training programs to ensure representatives have the necessary skills, knowledge, and resources to effectively support customers and promote brand loyalty.
• Implement and optimize customer service technologies and tools, such as CRM systems and knowledge bases, to streamline processes, improve efficiency, and enhance the customer experience.
• Handle escalated customer inquiries and complaints, demonstrating professionalism, empathy, and a commitment to resolving issues to the customer's satisfaction.
• Develop and maintain strong relationships with key customers, acting as a trusted advisor and advocate for their needs and preferences.
• Stay informed about industry trends, best practices, and emerging technologies in customer service and incorporate them into strategies and initiatives to drive continuous improvement.
• Prepare and present regular reports and presentations to senior management, providing insights into customer service performance, trends, and opportunities for enhancement.

Qualifications:

• Bachelor's degree in business administration, marketing, communications, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 5-7 years of experience in customer service management, with a track record of success in leading teams and achieving service excellence.
• Strong leadership and management skills, with the ability to inspire and motivate teams, foster collaboration, and drive results in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, team members, and stakeholders at all levels of the organization.
• Proven ability to analyze data, identify insights, and make data-driven decisions to improve customer service operations and drive business outcomes.
• Experience implementing and optimizing customer service processes, technologies, and tools to enhance efficiency and effectiveness.
• Strong customer focus and dedication to delivering exceptional service, with a passion for exceeding customer expectations and building long-term relationships.
• Proficiency in customer service software applications (e.g., CRM systems, ticketing systems) and Microsoft Office Suite.
• Knowledge of customer service best practices, industry standards, and regulatory requirements.
• Ability to learn and drive and forklift
• Ability to lift up to 50 pounds

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled