Customer Service Manager

Tasks & Responsibilities:

• Develop and execute customer service strategies aligned with the company’s overall objectives and values.
• Develop service procedures, policies, and standards.
• Manage the customer service agents – including training, coaching, and performance management with clear team goals and KPIs.
• Oversee the resolution of customer inquiries, issues, and escalations in a timely and satisfactory manner.
• Ensure a consistent and high-quality customer experience across all communications channels.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile reports to present areas for improvement, customer feedback, and customer insights.
• Adhere to and manage the approved budget, ensuring efficient allocation of resources.
• Continuously improve and streamline customer service processes to enhance efficiency and effectiveness.
• Stay updated on industry trends and best practices in customer service.

Desired Skills & Abilities:

• BA degree in Business Management or related field.
• Proven working experience as a Customer Service Manager of at least five years.
• Proven working experience as a CI (continuous improvement) for at least two years.
• Experience in a consumer goods company.
• Experience in beauty care companies/global companies (Unilever, Diplomate, etc.) is an advantage.
• Proficiency in English, and excellent verbal and written skills.

Apply here: https://www.nbn.org.il/jobboard/job/customer-service-manager/