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Customer Service Manager

Stockport, Greater Manchester

About the Role

CB Staffing Group are seeking a dynamic and experienced Customer Service Manager to lead our Clients customer service team in Stockport. In this pivotal role, you will oversee all aspects of customer service, ensuring exceptional customer experiences across various channels, with a strong focus on social media platforms.

Key Responsibilities

Customer Service Leadership:

* Manage and motivate a team of customer service representatives to deliver outstanding service.

* Develop and implement effective customer service strategies and policies.

* Monitor and analyse customer feedback to identify areas for improvement.

* Resolve complex customer issues and complaints in a timely and professional manner.

Social Media Management:

* Monitor social media channels for customer inquiries, comments, and feedback.

* Respond promptly and professionally to all social media interactions.

* Manage online reputation by addressing negative feedback and promoting positive experiences.

* Utilise social media analytics to track performance and identify opportunities for improvement.

Team Management:

* Recruit, hire, and train customer service representatives.

* Provide ongoing coaching and development to team members.

* Set clear performance expectations and monitor team performance.

* Foster a positive and collaborative team culture.

Qualifications and Skills

* Proven experience in customer service management, preferably in a retail or e-commerce environment.

* Strong understanding of social media platforms and their analytics tools.

* Excellent communication and interpersonal skills, both written and verbal.

* Ability to multitask and prioritise effectively in a fast-paced environment.

* Strong problem-solving and decision-making skills.

* Proficiency in relevant customer service software and CRM systems.

* Experience in managing and motivating teams.

Benefits

* Competitive salary

* Opportunities for professional development and growth.

* A supportive and collaborative work environment.

* The chance to make a significant impact on our customer service and social media presence.

If you are a passionate and results-oriented customer service professional with a flair for social media, we encourage you to apply