Senior Customer Service Representative

100% in the office

7:00a.m.-4:00p.m.

Direct Hire

$80,000

Qualifications:
• Bachelor's degree in Business Administration, Management, or a related field
• Extensive experience in customer service management, with a focus on international operations.
• Strong understanding of cultural nuances and customer service practices across different regions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with individuals from diverse backgrounds.
• Strategic thinker with the ability to develop and execute customer service strategies aligned with business objectives.
• Proficiency in CRM software and other relevant tools for customer service management.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Leadership abilities with a track record of building and motivating high-performing teams.
• Fluent in multiple languages (preferred but not required).

Requirements:
• Team Leadership: Lead, mentor, and motivate a team of customer service representatives.
• Strategic Planning: Assist with strategic planning to enhance customer service operations, ensuring alignment with company goals and objectives.
• International Communication: Coordinate with teams and stakeholders across different regions to address customer inquiries, resolve issues, and optimize service delivery.
• Process Improvement: Continuously evaluate existing processes and systems to identify areas for improvement and implement solutions to enhance efficiency and customer satisfaction.
• Performance Management: Set performance metrics and targets for the customer service team, monitor performance, and implement initiatives to drive continuous improvement.
• Customer Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and preferences to deliver personalized service and foster long-term loyalty.
• Analytical: Utilize data analytics tools to gather insights into customer behavior, trends, and preferences, and use these insights to inform decision-making and improve service delivery.
• Compliance: Ensure compliance with relevant regulations and standards governing customer service operations in international markets. Utilization of Visual Compliance software

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.