Mar 29, 2023

CUSTOMER SERVICE MANAGER, REMOTE | WORK FROM HOME

For the job of L1 Customer Service Manager, we are looking for a creative and tenacious individual who will manage a brand-new team of customer service representatives, respond to client concerns, and set targets with a focus on their pleasure. You only have until April 1st to submit an application for this internal hiring procedure!

CUSTOMER SERVICE MANAGER, REMOTE | WORK FROM HOME | visajobshq.com


 KEY QUALIFICATIONS:

  • At least 1-year background as a GovAssist team member;
     

  • An accurate understanding of businesses conditions and risk management;
     

  • Strong leadership and decision-making skills, with a focus on process improvement and developing standards;
     

  • Mindful of management practices and techniques;
     

  • Dexterity in prioritizing competing demands while mitigating risk and providing timely solutions;
     

  • Over-achiever and self-aware, with a strong bias for action;
     

  • Technically skilled w/company's 'tools';
     

  • Previous proven experience in a similar role is considered a plus.

RESPONSIBILITIES:

  • Coordinate the activity and schedule for the Customer Service Representatives assigned under your direct management;

  • Handle ticketing queue that involves (but is not limited to) prioritizing urgent reportings, checking and deleting test and archived ones, contact forms evaluation, regularly checking the latest registered sales, resolving data deletion requests, and monitoring the Autopilot view for any inconsistencies;
     

  • Manage your team members' availability and proceed with performance reports (monitor their activity and performance via Hubstaff, Zendesk, and UCC);
     

  • Identify, evaluate and optimize internal processes for scale and efficiency;
     

  • Upgrade procedures by redirecting findings and solutions over ticketing handling to the Director of the Customer Service area;
     

  • Support the team with technical queries when necessary and helps them achieve and exceed clients' expectations;
     

  • Stay updated on internal developments related to your field of activity and partner with the rest of the depts. (if considered);
     

  • In addition - she/he undertakes such duties as this role may reasonably require: reporting rate & role changes and offboarding statuses to the HR dept., reporting issues monitoring the functionality of our automated systems, manually facilitating the distribution of tickets in case of a system failure, creating Jira tasks for any declared emergency, paying ESTA applications in case of bot failure.
     

To make us aware of your will, please apply to this same posting with your updated resume and a concise letter motivating your choice.