
Customer Service Operations Manager
4 days ago
BLAKSKILL LIMITED is a leading organization in the agritech industry, dedicated to delivering exceptional customer service. We are currently seeking a highly motivated and experienced Customer Service Lead to oversee our daily operations.
The successful candidate will be responsible for managing a team of customer service representatives, ensuring timely and effective responses to inquiries, complaints, and feedback. They will also develop and implement customer service policies, procedures, and standards that meet the company's high standards.
Key Responsibilities:
- Manage Daily Operations: The Customer Service Lead will oversee the daily customer service operations, including monitoring key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Team Leadership: They will lead, mentor, and train a team of customer service representatives to deliver exceptional service, conduct performance reviews, and provide constructive feedback.
- Customer Relationships: The successful candidate will build strong relationships with customers, particularly smallholder farmers and agribusiness partners, to understand their needs and concerns.
- Digital Tools: They will leverage digital tools and CRM systems to manage customer interactions effectively, identify opportunities to automate repetitive tasks while maintaining a personal touch in customer interactions.
- Compliance: The Customer Service Lead will ensure compliance with company policies, industry regulations, and service-level agreements (SLAs), prepare regular reports on customer service metrics, and provide insights to management.
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