Customer Support Manager

Skills

Requirements:

• Proven work experience as a Customer Support Manager or similar role, preferably in the salon and spa industry.
• Strong leadership and team management abilities, with a track record of building and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and resolve issues effectively.
• Strong problem-solving skills and the ability to handle difficult customer situations with empathy and professionalism.
• In-depth knowledge of customer service principles and practices, with a focus on providing exceptional customer experiences.
• Proficient in customer support software and systems, with the ability to analyze data and generate insights for improvement.
• Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• A passion for delivering exceptional customer service and promoting customer satisfaction.

Responsibilities:

• Manage and lead the customer support team, including recruitment, training, performance management, and scheduling.
• Handle escalated customer inquiries and complaints, providing timely resolutions and ensuring customer satisfaction.
• Monitor and analyze customer support metrics, identify trends, and implement strategies for continuous improvement.
• Collaborate with other departments to address customer concerns, streamline processes, and enhance overall customer experience.
• Establish and maintain positive relationships with key customers, understanding their needs and providing personalized support.
• Maintain a strong focus on customer retention, loyalty, and overall customer satisfaction.
• Prepare and present reports on customer support activities, performance, and customer feedback to senior management.