Staff Accountant
GACC Midwest - German American Chamber of Commerce of the Midwest, Inc.
Customer Service Manager
Concord Servicing
full-time
Posted on:
Origin: • 🇲🇽 Mexico
Visit company websiteSalary
💰 MX$40,000 per month
Job Level
Mid-LevelSenior
About the role
- Oversee execution of customer service strategies and ensure high levels of customer satisfaction within the service framework.
- Manage a diverse team, streamline processes, and foster an environment that promotes excellence in customer engagement.
- Develop and implement effective customer service policies and procedures to enhance customer satisfaction.
- Lead, mentor, and coach customer service representatives to achieve high performance and meet service goals.
- Monitor and evaluate team performance against targets and provide feedback aimed at continuous improvement.
- Handle escalated customer inquiries and complaints professionally to ensure resolution.
- Collaborate with other departments to enhance service delivery and customer experience.
- Prepare and present reports on customer service metrics, trends, and improvement plans to senior management.
- Identify training needs and facilitate training programs for the customer service team.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Requirements
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in a customer service management role, preferably within the financial or servicing industry.
- Proven leadership capabilities and experience managing diverse teams.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills in both English and Spanish.
- Proficiency in MS Office Suite and customer service software.
- Ability to work under pressure, manage multiple tasks, and prioritize effectively.
- Willingness to travel as necessary for training, meetings, or operational needs.
