[ref. m06755520] Robert Half - Customer Service Manager

You will also play a key role in resolving customer disputes and ensuring the overall satisfaction of our customers.

Responsibilities:

• Oversee the customer service operations to ensure efficient and quality service
• Manage a team of customer service representatives, providing training and mentorship as necessary
• Resolve customer disputes in a timely and effective manner
• Implement process improvements to enhance customer service delivery
• Utilize CRM systems for tracking customer interactions and data
• Conduct regular audits to ensure adherence to company policies and standards
• Handle billing functions and ensure accuracy in invoicing
• Utilize Microsoft Excel for data management and reporting
• Create and track Key Performance Indicators (KPIs) to measure team's performance
• Ensure the smooth operation of the call center.
• Minimum of 5 years of experience in a customer service management role
• Bilingual in Spanish/English
• Proficiency in CRM software usage
• Experience in auditing and billing functions
• Familiarity with call center customer service operations
• Exceptional customer service skills, with a focus on delivering quality customer experiences
• Proficiency in Microsoft Excel for data management and reporting
• Ability to lead a team, managing staff performance and development
• Strong communication and interpersonal skills
• Problem-solving skills and the ability to handle customer complaints and issues effectively
• Ability to develop and implement customer service policies and procedures
• Capacity to analyze customer service data and trends to improve service delivery
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously
• Bachelor's degree in Business Administration, Management, or a related field preferred