Customer Service Manager

Customer Service Manager

Rightangled is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services. As we continue to grow, we are looking for a skilled Customer Service Manager to lead our customer service team and ensure that our clients receive the highest level of support and satisfaction.

As the CSM, you will be responsible for overseeing the customer service operations, leading a team of customer service representatives, and ensuring that customer interactions are handled with professionalism and efficiency. Your primary goal will be to enhance customer satisfaction, foster loyalty, and improve the overall customer experience with Rightangled.

Key Responsibilities:

- Team Leadership: Lead, mentor, and develop a team of customer service representatives, fostering a culture of excellence, accountability, and continuous improvement.

- Customer Experience: Develop and implement customer service policies and procedures to enhance the customer experience. Ensure that all interactions are aligned with Rightangled's values and mission.

- Performance Management: Monitor and evaluate team performance against key performance indicators (KPIs). Conduct regular performance reviews, provide feedback, and implement training programs to address skill gaps.

- Issue Resolution: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Act as a point of contact for complex customer issues, working collaboratively with other departments as needed.

- Customer Engagement: Promote strong relationships with customers by understanding their needs and expectations. Proactively seek feedback to identify areas for improvement and implement necessary changes.

- Data Analysis: Analyse customer service metrics and data to identify trends and areas for improvement. Prepare reports for senior management to highlight performance and recommend strategies for enhancement.

- Training and Development: Develop and deliver training programs for customer service staff, ensuring they are equipped with the necessary skills and knowledge to provide outstanding service.

- Collaboration: Work closely with other departments, including operations, marketing, and sales, to ensure a cohesive approach to customer service and enhance the overall customer journey.