**Job Title**: Customer Service Manager
**Company**: Salesforce
**Location**: San Diego, California, US
**Job Type**: Part-time
**Seniority**: Mid-to-Senior Level
**Years of Experience**: 7
**Company Overview**:
At Salesforce, we are dedicated to empowering our customers by providing them with unparalleled service and solutions tailored to their unique needs. Our focus is on understanding and exceeding customer expectations, and we are committed to fostering a collaborative environment where innovative ideas thrive.
**Job Summary**:
Salesforce is seeking an energetic and resilient Customer Service Manager to join our San Diego team on a part-time basis. In this role, you will be responsible for overseeing our customer support operations, leading a team of customer service representatives, and developing strategies that enhance customer satisfaction. Your contributions will be pivotal in maintaining our commitment to providing high-quality service and creating meaningful customer experiences.
**Key Responsibilities**:
- **Team Leadership**:
- Recruit, train, and manage a dynamic team of customer service representatives.
- Foster a positive and productive team environment that encourages feedback, innovation, and collaboration.
- Monitor staff performance and provide coaching to ensure adherence to service excellence.
- **Customer Experience Strategy**:
- Analyze customer feedback and service metrics to identify trends and opportunities for improvement.
- Develop and implement customer service policies and procedures that align with company standards and enhance operational efficiency.
- Collaborate with cross-functional teams to ensure consistent service delivery across all customer touchpoints.
- **Performance Measurement**:
- Establish key performance indicators (KPIs) to evaluate team performance and customer satisfaction levels.
- Prepare and present regular reports on customer service metrics to senior management, highlighting achievements and areas for development.
- **Support and Escalation Management**:
- Serve as the primary point of contact for escalated customer service issues, working to resolve complex inquiries swiftly and effectively.
- Implement strategies for proactively identifying potential challenges and addressing them before they impact customer satisfaction.
- **Customer Relationship Management**:
- Engage with customers directly to understand their needs, provide solutions, and build long-term relationships.
- Utilize Salesforce tools and technologies to streamline customer service processes and enhance customer interactions.
- **Continuous Improvement**:
- Champion a culture of innovation within the team, encouraging team members to propose ideas and solutions to enhance the customer experience.
- Stay current with industry trends and best practices to ensure Salesforce remains at the forefront of customer service excellence.
**Required Qualifications**:
- Bachelor's degree in business administration, management, or a related field; relevant experience may substitute for education.
- A minimum of 7 years of experience in customer service management or a related field, showcasing progressive responsibility.
- Proven experience leading and developing teams in a customer-centric environment.
- Strong analytical skills with the ability to analyze data and implement effective strategies to enhance service delivery.
- Exceptional communication skills, both verbal and written, with a focus on customer interactions.
**Personality Traits**:
- Energetic: You bring enthusiasm and a positive attitude to the workplace, motivating your team and creating a vibrant work environment.
- Resilient: You thrive in a fast-paced environment and are adept at managing change and overcoming challenges with grace.
**Soft Skills**:
- Innovation: You have a creative mindset and are always looking for new ways to improve processes and elevate the customer experience.
- Analysis: You are detail-oriented and possess strong analytical abilities, allowing you to make data-driven decisions that benefit customers and the business.
**Benefits**:
- Employee discounts on Salesforce products and services.
- Life insurance coverage to support your family's needs.
- Paid overtime to reward your dedication and hard work.
**Working Environment**:
At Salesforce, we are dedicated to understanding and exceeding customer expectations. Our work culture is built on collaboration, support, and respect, providing a platform for individuals to grow and contribute meaningfully to our team's success.
**Application Deadline**:
Please submit your application by October 2, 2024.
**Equal Opportunity Statement**:
Salesforce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
