Customer Service Manager

Job Overview

The Customer Service Manager will be responsible for overseeing and managing the customer service department of an omni-channel pet store, The Pet Shop. This role involves ensuring exceptional customer satisfaction across all channels (online, in-store, and mobile), resolving customer inquiries and complaints, and optimizing the overall customer experience.

Key Responsibilities

Team Management:

• Recruit, hire, and train customer service representatives.
• Develop and implement performance metrics and standards.
• Provide ongoing coaching, mentoring, and development opportunities.
• Manage team schedules and ensure adequate staffing levels across all channels.

Customer Service Operations:

• Handle complex customer inquiries and complaints across all channels.
• Develop and implement customer service policies and procedures that align with the omni-channel strategy.
• Analyze customer feedback and identify areas for improvement across channels.
• Monitor customer satisfaction metrics and implement strategies to enhance them.

Omni-Channel Integration:

• Ensure seamless integration between online and in-store customer experiences.
• Develop and implement strategies to encourage customers to use multiple channels.
• Monitor and optimize the performance of self-service channels (e.g., online chat, FAQs).

Customer Experience Optimization:

• Collaborate with other departments (e.g., marketing, sales, operations) to improve the overall customer experience.
• Identify opportunities to enhance the omni-channel shopping experience.
• Implement customer loyalty programs and initiatives.

Quality Assurance:

• Ensure adherence to quality standards and service level agreements (SLAs) across all channels.
• Conduct quality assurance audits and provide feedback to the team.
• Monitor and resolve customer complaints and issues promptly.

Requirements

• Minimum of 5 years of experience experience in customer service management, preferably in an omni-channel retail setting.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Proficient in customer relationship management (CRM) software and omnichannel customer service platforms.
• Knowledge of the pet industry and products is a plus.

Benefits

• Pet-friendly workplace.
• Life and medical Insurance.
• Employee discount.
• Career growth opportunities.
• Fast paced and dynamic environment.