Customer Service Manager - Skywire Networks

Skywire Networks is seeking a dynamic highly motivated and experienced Customer Service Manager to join our team in New York City. The Customer Service Manager will be responsible for overseeing the customer service operations and ensuring that our clients receive exceptional support and service.

Key Responsibilities:

• Manage and lead the customer service team in Brooklyn as well as overseas resources to deliver outstanding service and support to our clients.
• Develop and implement customer service strategies to enhance customer satisfaction and retention.
• Monitor customer service metrics and KPIs to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams, including Sales, Operations, and Technical Support, to ensure a seamless customer experience.
• Handle escalated customer issues and complaints in a timely and professional manner.
• Develop and maintain strong relationships with key clients to understand their needs and requirements.
• Analyze customer feedback and data to identify trends, root causes, and insights that can drive improvements in our products and services.
• Train and mentor customer service representatives to ensure they have the knowledge and skills to effectively support our clients.
• Stay updated on industry trends and best practices in customer service to continuously improve our processes and standards.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred.
• Proven experience in customer service management, preferably in the telecommunications or technology industry.
• Strong leadership and management skills with the ability to motivate and develop a high-performing team.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Analytical and problem-solving abilities with a focus on continuous improvement.
• Proficiency in CRM software (Salesforce) and other customer service tools.
• Ability to thrive in a fast-paced and dynamic environment.