Customer Service Manager
Greater NYC Area
6 days ago
- Handle incoming queries on all channels : phone, chat, mail.
- Proactively solve our clients’ and partners’ issues.
- Synthesize client feedback for all teams within Meero.
- Contribute positively to streamline flows within the Customer Service department and to ensure inbound and outbound interactions are processed and dispatched in due time and efficiently.
- Align Customer Service in Americas with global strategy and processes to successfully reach KPIs.
- Participate in defining new processes and be creative about the role within the organization.
- Participate in recruitment, training and empowerment of Americas Customer Service team.
- Ability to translate outputs against time for the purpose of calculating individual and teams KPIs.
- Ability to understand business process for the purpose of contributing to SOP’s.
- Ability to create operational excel templates across different work areas for the purpose of administering and tracking all work
- Ensure departmental queries closed within SLA.
- Identify skills deficiencies and training needs.
- Provide management with feedbacks and proposition on improvements.