Workplace Experience Manager

Manager, Customer Service

About the Role:

As the Manager of Customer Service, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction. You will lead and develop a team of customer service representatives, oversee day-to-day operations, and implement strategies to enhance service delivery and support organizational objectives.

Essential Job Responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations.
• Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities.
• Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients.
• Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed.
• Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements.
• Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures.
• Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development.
• Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness.
• Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement.
• Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes.
• Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled