Deputy Manager - Customer Service

Job Description:

We are seeking a dynamic and experienced individual to join our team as a Deputy Manager. The ideal candidate will be responsible for overseeing a team of customer service representatives, ensuring exceptional service delivery to our valued customers. This role requires a strong focus on people management, product knowledge, and process improvement.

Key Responsibilities:

People Management:

•  Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and objectives.
•  Conduct regular performance evaluations, provide feedback, and identify areas for improvement.
•  Develop training programs to enhance the skills and knowledge of team members.
•  Foster a positive and collaborative work environment that encourages teamwork and continuous learning.
•  Handle escalated customer issues and complaints effectively, demonstrating professionalism and empathy.

 Product Knowledge:

•  Develop a deep understanding of our products and services to effectively support customers and provide accurate information.
•  Stay updated on product updates, features, and specifications to ensure team members are well-informed
•  Conduct product training sessions for team members to enhance their product knowledge and improve customer service delivery.
•  Collaborate with product development teams to provide feedback based on customer insights and experiences

 Process Improvement:

•  Identify areas for process improvement within the customer service department and implement strategies to enhance efficiency and effectiveness.
•  Analyze customer service metrics and performance data to identify trends and opportunities for improvement.
•  Develop and implement best practices and standard operating procedures for customer service operations.
•  Work closely with cross-functional teams, including sales, marketing, and operations, to streamline processes and improve the overall customer experience.

Communication and Collaboration:

• Maintain open and transparent communication channels with team members, peers, and leadership.
• Collaborate with other departmental leaders to ensure alignment of goals and objectives.
• Act as a liaison between the customer service team and other departments to facilitate smooth coordination and resolution of issues

Desired Profile / Criteria / Skills :

Qualifications and Skill Set Requirements:

•  Bachelor's degree in business administration, marketing, or a related field.
•  Proven experience in a customer service leadership role [minimum 5 years], with a track record of success in managing teams and achieving performance targets.
•  Excellent communication [Verbal & written], interpersonal, and problem-solving skills.
•  Strong analytical abilities with the ability to interpret data and make data-driven decisions.
• Proficiency in customer service software and CRM systems.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Customer-centric mindset with a passion for delivering exceptional service.
• Availability to work flexible hours, including evenings and weekends, as needed.
• Knowledge of industry-specific regulations and compliance standards.
• Familiarity with telephone etiquette and call centre procedures.