Key Responsibilities:
1. Customer Service Operations & Strategy
- Develop and implement customer service policies, procedures, and standards.
- Monitor and evaluate customer service performance to ensure quality and efficiency.
- Identify areas for improvement and implement strategies to enhance customer satisfaction.
2. Team Leadership & Training
- Supervise, train, and motivate the customer service team to achieve performance targets.
- Conduct regular coaching and training sessions to enhance team skills.
- Set clear performance goals and monitor team members' progress.
3. Customer Experience & Issue Resolution
- Handle escalated customer complaints and complex issues professionally.
- Implement feedback mechanisms to understand customer needs and expectations.
- Ensure prompt and effective resolution of customer inquiries.
4. Performance Monitoring & Reporting
- Track key customer service metrics such as response time, customer satisfaction, and resolution rates.
- Generate reports on customer service performance and suggest improvements.
- Use data insights to improve service delivery and customer retention.
5. Collaboration & Continuous Improvement
- Work with sales, marketing, and product teams to ensure seamless customer experience.
- Develop strategies to improve customer retention and loyalty.
- Stay updated on industry trends and best practices in customer service.
Key Qualifications & Skills:
- Bachelor’s degree in Business Administration, Customer Service Management, or a related field.
- Proven experience as a Customer Service Manager or similar leadership role.
- Strong leadership, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and customer support tools.
- Ability to handle stressful situations and provide effective solutions.
Work Environment & Benefits:
- Competitive salary with performance-based incentives.
- Career growth opportunities in a dynamic work environment.
- Training and development programs to enhance leadership skills.
Salary
Competitive
Monthly based
Location
Copenhagen, Capital Region of Denmark, Denmark
Job Overview
Location
Copenhagen, Capital Region of Denmark, Denmark