Job Description

Roles & Responsibilities

Job Description

The Customer Solutions Manager is responsible for managing and resolving complex customer issues effectively and efficiently. They lead a team of customer solutions specialists, providing guidance and support to ensure outstanding customer service. The Customer Solutions Manager also analyzes customer feedback and data to identify trends and areas for improvement. They develop and implement strategies to enhance customer satisfaction and increase customer loyalty. Additionally, they collaborate with cross-functional teams to address systemic customer issues and drive process improvements.

Responsibilities

• Lead a team of customer solutions specialists, providing coaching and support.
• Resolve complex customer issues promptly and efficiently.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to address systemic customer issues.
• Monitor and track customer service metrics and KPIs.
• Conduct regular training sessions for customer solutions team members.
• Maintain a deep understanding of the company’s products and services.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Proven experience in a customer service management role.
• Excellent problem-solving and decision-making skills.
• Strong leadership and team management abilities.
• Exceptional communication and interpersonal skills.