Customer Service Manager

Job description
***IMPORTANT: This job requires the 10am EST to 7pm EST American Time shift availability***

Job Summary
The Escalations Specialist plays a critical role in managing and resolving complex client issues that require immediate attention and escalation. This position involves working closely with various departments to ensure that customer concerns are addressed promptly and effectively. The ideal candidate will possess strong communication skills, a customer-focused mindset, and the ability to navigate challenging situations with professionalism and poise.

Responsibilities

Serve as the primary point of contact for escalated client issues, ensuring timely resolution and follow-up.
Collaborate with internal teams to analyze problems, develop solutions, and implement corrective actions.
Maintain accurate records of escalated cases, including detailed notes on interactions and resolutions.
Provide exceptional customer support through effective communication, both verbally and in writing.
Utilize data entry skills to update client information and track case progress in the company’s database.
Assist in training tea ---------- mbers on best practices for handling escalations and improving client services.
Foster positive relationships with clients by demonstrating empathy, understanding their needs, and providing tailored solutions.
Respond and Work to resolve all Customer Service Slack Issues, Customer Service Complaints, Negative Reviews and see that all situations have a game plan in place, been resolved and satisfied
Skills

Strong client services orientation with a proven ability to handle escalated issues effectively.
Excellent phone etiquette with the ability to communicate clearly and professionally with clients.
Bilingual skills are a plus, enhancing communication with diverse client bases.
Proven experience in customer support roles, demonstrating a commitment to service excellence.
Familiarity with computerized systems for tracking customer interactions and sales data.
Strong sales acumen to identify opportunities for upselling or cross-selling during client interactions.
Proficient office skills, including organization, time management, and multitasking abilities.
This role is essential for maintaining high levels of customer satisfaction while supporting the overall objectives of the organization. If you are passionate about providing exceptional service and thrive in a fast-paced environment, we encourage you to apply.

Job Type: Full-time

Expected hours: 40 per week

Schedule:
8 hour shift on EST American Time
Day shift
Monday to Friday
Application Question(s):


Do you have experience with resolving high level customer service issues?
Do you understand the job requirements?
Are you available to work the 10am to 7pm required time shift?