Customer Service Manager at Export Parts Store

Export Parts Store has been a staple of the USA riding community since 2004. Our team is committed to broadening the Harley-Davidson® experience through local community involvement, exciting events, and personalised, courteous service.

Title: Customer Service Manager

Location: Abuja (FCT)

Employment Type: Full-time

Job Overview

• As a Customer Service Manager, you will be responsible for ensuring the efficient and effective operation of our customer service team. You will supervise a team of customer service representatives and help maintain a positive and professional work environment. Your role will involve developing and implementing customer service policies, monitoring team performance, and ensuring that our customers receive a high level of service. You will also handle escalated customer inquiries and assist with resolving complex issues.

Key Responsibilities

• Oversee the daily operations of the customer service team, including managing staff schedules and workload distribution.
• Provide coaching, mentoring, and training to team members to enhance their performance and professional development.
• Develop and implement customer service policies, procedures, and standards to ensure consistency and quality across the team.
• Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and implement improvements where necessary.
• Manage escalated customer inquiries and complaints, ensuring they are resolved in a timely and satisfactory manner.
• Collaborate with other departments, such as sales and marketing, to identify and address customer service issues and opportunities for improvement.
• Stay up-to-date on industry best practices and trends in customer service management and incorporate them into our processes.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Proven ability to lead and motivate a team, with excellent communication and interpersonal skills.
• Strong problem-solving and decision-making skills, with the ability to handle challenging situations calmly and effectively.
• Familiarity with customer service software, such as Zendesk or Salesforce, and proficiency in Microsoft Office Suite.
• Knowledge of customer service best practices and industry standards.
• Experience working in a fast-paced and dynamic environment, preferably in a tech or startup company.

Deadline: 3rd April, 2024.

How to Apply: Interested and qualified candidates should send their resume, cover letter, and three professional references to: [email protected] using the Job Title as the subject of the mail.