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Senior Client Service Manager
17 hours ago
Hempawa Consult Ltd is a dynamic organization dedicated to delivering exceptional customer experiences. We are committed to fostering a culture of innovation, collaboration, and continuous improvement.
Job Description
The Customer Success Lead will play a critical role in driving customer satisfaction and loyalty through effective team management, issue resolution, and customer service strategy development.
Main Responsibilities:
- Supervise and mentor a team of customer service representatives to achieve exceptional customer experiences.
- Handle escalated customer inquiries and resolve complex issues efficiently, ensuring timely and satisfactory outcomes.
- Develop and implement customer service strategies to enhance customer satisfaction, identifying areas for improvement and implementing changes as needed.
- Monitor team performance and provide coaching to improve service quality, utilizing metrics and feedback to inform decision-making.
Requirements:
- Proven experience in customer service, preferably in a leadership role.
- Strong problem-solving skills with a customer-first approach, excellent communication and interpersonal abilities, and the ability to multitask in a fast-paced environment.
- Proficiency in CRM software and customer support tools.
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