Responsibilities: • Manage customer service inquiries and requests, including resolving customer complaints and escalations • Establish and maintain relationships with customers to ensure customer satisfaction • Monitor customer service performance and provide feedback to team members • Develop and implement customer service policies and procedures • Train and mentor customer service representatives • Monitor customer service metrics and report on performance • Ensure customer service standards are met • Analyze customer service trends and recommend changes • Identify opportunities for process improvement Requirements: • Bachelor’s degree in business, customer service, or a related field • At least 3 years of customer service experience • Excellent communication and interpersonal skills • Ability to problem-solve and think quickly • Knowledge of customer service principles and practices • Ability to motivate and lead a team • Strong organizational and time management skills • Proficiency in Microsoft Office Suite Preferred Skills: • Experience with customer relationship management (CRM) software • Knowledge of applicable laws and regulations • Ability to work independently and as part of a team • Knowledge of data analysis and reporting • Ability to work under pressure and handle difficult situations • Excellent problem-solving and decision-making skills