Customer Service Manager

• Manage and Oversee the customer service team, ensuring that they provide prompt and professional service to customers.
• Develop and implement customer service policies and procedures to ensure consistency and high-quality service.
• Handle escalated customer complaints and ensure that they are resolved in a timely and satisfactory manner.
• Monitor customer feedback and take necessary actions to address any issues or concerns.
• Train and coach customer service staff to provide excellent customer service including skills to handle customers' inquiries and complaints.
• Pro-active collaborate with internal departments such as sales, rental, service, parts, or workshop to achieve balance between customer's demand and company's interest.
• Look into escalated customer complaints and ensure that they are resolved in a timely and satisfactory manner.
• Monitor customer service metrics, such as response time and customer satisfaction, and take corrective actions as necessary.
• Manager customer's service budgets and ensure that resources are allocated effectively.

Requirements:

• Bachelor's degree in business administration or a related field.
• 3+ years of experience in a customer service management role.
• Excellent communication and interpersonal skills.
• Strong leadership and team management skills.
• Demonstrated ability to handle customer complaints and resolve conflicts.
• Knowledge of automotive industry practices and procedures is an advantage.