Duties and Responsibilities:

• Manage and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Develop and maintain strong relationships with clients, addressing inquiries, concerns, and service issues promptly and professionally.
• Monitor team performance metrics and implement strategies to improve service levels, efficiency, and overall customer experience.
• Identify areas for improvement in service delivery and develop initiatives to enhance operational processes.
• Work closely with other departments (operations, sales, and logistics) to ensure seamless communication and service delivery.
• Conduct training sessions for staff to ensure they are knowledgeable about services, systems, and best practices.
• Prepare regular reports on customer service metrics, trends, and feedback to inform management decisions.
• Act as the point of escalation for complex customer issues, ensuring timely and effective resolution.