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Job Opening details:-
Company Name :- FOCUS Consultants
Position Name :-
Company Location :- Paterson, NJ
Job Category :- General
Full Job Description :-
As a Customer Service Manager, the candidate shall be responsible for ensuring & delivering a high-quality customer service experience. The CSM will need to motivate & train our existing Customer Service Associates, manage incoming case volume, and communicate customer behavioral trends to other departments.We are looking for a team player with an excellent attitude and necessary skills for the role. A Successful candidate will have an engaging personality and thrive in fast paced environments and have a passion for achieving 100% customer satisfactionEXPERIENCE AND Qualifications
Management experience of a team with 3 or more employees
E-commerce customer service experience required
Minimum 5+ years experience as a customer service Manager
Ability to effectively mentor and lead by example
Highly motivated Customer Success Manager who is passionate about customer service and improving customer satisfaction.
Strong interpersonal skills, ability to work with multiple departments
Strong time and project management skills
Customer service help desk experience with platforms such as Zendesk, LiveChat, etc.
Ability to multitask, take ownership, and work both independently and collectively.
Excellent oral and written business communication and presentation skills.
Bilingual.Ability to communicate fluently in English and Spanish (read, write, speak).
Valid authorization to work in the USA.
Work closely with other CSR to Understand and evaluate our customer needs with a focus on continuous improvement.
Act as the customer advocate and provide feedback based on customer needs and trends
Understand our ever changing customer needs and focus on areas of opportunity to improve.
Work closely and collaboratively with our teams, the business and our customers to elicit, understand, future wants, needs and requirements.
Ensure any problems are identified swiftly and work with the teams to rectify.
Develop, update & create SOP’s for the CSR team
Job Type: Full-time
Pay: $65,000.00 – $75,000.00 per year
Monday to Friday
Customer Service Manager: 5 years (Preferred)
E-commerce customer service: 3 years (Preferred)
Managing a team of 3 or more: 3 years (Preferred)
platforms such as Zendesk, LiveChat, etc.: 3 years (Preferred)
English and Spanish (a Plus) (Preferred)
Work Location: One location
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