customer service manager

توضیحات آگهی

About SnappPay SnappPay is the first and leading BNPL provider in Iran started in 2020 We are leveraging Financial Technologies to reshape Iranians experience of consumer credit Supporting Snapp Group s mission of enhancing Iranian people s quality of life through Internet services SnappPay s mission is to bring financial freedom to all Iranians by providing them with better smarter and more efficient solutions for payment and shopping Responsibilities Design and execute strategies to optimize customer service operations resulting in improved customer satisfaction and retention Provide leadership and guidance to the customer service team fostering a positive and collaborative work environment to drive individual and team success Monitor customer interactions to ensure they align with company policies and quality standards addressing areas for improvement proactively Identify bottlenecks and implement process improvements to streamline customer service workflows and reduce resolution times Oversee the training and development of customer service representatives equipping them with the skills and knowledge required for superior service delivery Regularly evaluate team performance through KPIs generating reports and actionable insights to guide decision making and optimize outcomes Partner with other departments such as operations and sales to ensure customer service objectives align with broader organizational goals Act as the point of contact for escalated customer concerns ensuring timely and effective resolution while maintaining customer trust Advocate for the customer in all business decisions ensuring a focus on building long term relationships and loyalty Requirements Minimum of 4 years of experience in customer service or related fields demonstrating expertise in team management and service delivery optimization Proven experience in designing and implementing effective training programs to enhance team skills and overall performance Demonstrated skill in analyzing existing processes identifying inefficiencies and implementing improvements to enhance productivity and service quality Expertise in tracking and evaluating call center performance metrics to ensure alignment with quality assurance goals and company objectives In depth knowledge of customer service tools and software such as CRM systems and call management platforms تهران تهران میرداماد تمام وقت اسنپ پی مدیر میانی جنسیت تفاوتی ندارد اینترنت تجارت الکترونیک خدمات آنلاین