Customer Service Representative

About Homery: Homery is a market leader in home and living solutions, dedicated to delivering exceptional products and services that enhance the quality of life for our customers. We are passionate about creating beautiful and functional home environments, and we believe that our success is built on the strength of our team.

Job Summary: The Customer Service Manager at Homery is responsible for leading and overseeing the customer service department to ensure that our customers receive top-notch service. This role involves managing a team of customer service representatives, developing and implementing customer service strategies, and continuously improving our customer service processes. The ideal candidate will be a strong leader with a passion for customer satisfaction and a commitment to excellence.

Key Responsibilities:

• Lead, mentor, and manage a team of customer service representatives, providing guidance and support to ensure high performance.
• Develop and implement customer service policies, procedures, and standards to enhance the customer experience.
• Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Collaborate with other departments to address customer feedback and improve overall service quality.
• Recruit, train, and develop customer service staff, fostering a culture of continuous learning and improvement.
• Prepare and present reports on customer service activities and performance to senior management.
• Stay updated on industry trends and best practices in customer service to maintain a competitive edge.
• Manage the customer service budget, ensuring efficient allocation of resources.

Qualifications:

• Bachelor’s degree in business, management, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a management role.
• Proven experience in the appliance industry is a must, with a strong understanding of appliance products and services.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions to improve service quality.
• Proficiency in customer service software and CRM systems.
• Strong organizational and multitasking abilities.
• A customer-centric approach with a commitment to achieving high levels of customer satisfaction.

What We Offer:

• Competitive salary and comprehensive benefits package.
• Opportunities for career advancement and professional development.
• A dynamic and inclusive work environment.