Deputy Manager Customer Services

As a Deputy Manager of Customer Services at Adsells Advertising, you play a pivotal role in fostering exceptional client relationships and leading a dedicated team of customer service professionals. Your primary responsibility is to ensure the highest level of service delivery while maintaining operational effectiveness. You will apply your expertise in customer relationship management and problem-solving to enhance the customer experience and drive team performance. With your strong communication skills and analytical mindset, you will implement strategies that align with the company's objectives, ensuring client satisfaction and loyalty. Your leadership will not only inspire your team but also facilitate their personal and professional growth, contributing to the overall success of the department and organization.

Responsibilities

Lead and manage a team of 8 customer service representatives, fostering a collaborative and high-performance work environment.
Develop and implement customer service strategies to enhance client satisfaction and retention.
Monitor team performance metrics and provide coaching, feedback, and support to team members to achieve individual and team goals.
Utilize customer relationship management (CRM) software to track customer interactions, analyze data trends, and identify areas for improvement.
Actively engage with clients to understand their needs and concerns, resolving issues in a timely and efficient manner.
Conduct regular meetings with the team to discuss updates, share knowledge, and strategize on solutions to improve service delivery.
Analyze customer feedback and service metrics to evaluate service quality and implement improvement initiatives.
Collaborate with other departments to streamline processes and enhance the overall customer journey.
Prepare detailed reports on team performance, client satisfaction, and project outcomes for senior management review.
Stay updated on industry trends and best practices to implement innovative solutions that benefit clients and improve service efficiency.