Posted Jun 03, 2026 462 views
At Ibex, the Customer Service role is pivotal in delivering exceptional support and building lasting relationships with our clients. This role involves engaging directly with customers to resolve inquiries, provide product information, and ensure satisfaction. The position requires managing a team of 15 persons, overseeing daily operations, enhancing team performance, and fostering a positive customer experience. The candidate will apply their skills in customer relationship management software, active listening, and problem-solving to meet and exceed service standards.
The ideal candidate has at least one year of experience in customer service and is adept at handling diverse customer needs with professionalism and empathy. They will lead, train, and motivate their team to achieve departmental goals while maintaining quality and efficiency. The role demands strong product knowledge and the ability to analyze customer feedback to improve service delivery continuously.
Responsibilities
- Lead and manage a team of 15 customer service representatives, providing guidance, training, and performance feedback.
- Monitor daily customer service operations to ensure the team meets established service levels and quality standards.
- Utilize Customer Relationship Management (CRM) software to track, document, and resolve customer inquiries efficiently.
- Demonstrate active listening skills to understand customer needs and concerns fully.
- Apply problem-solving techniques to address and resolve complex customer issues promptly and effectively.
- Maintain thorough product knowledge to provide accurate information and assist customers effectively.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Analyze customer feedback and service metrics to identify areas for process improvement.
- Coordinate with other departments to resolve escalated issues and enhance overall customer experience.
- Conduct regular team meetings and coaching sessions to foster a collaborative and motivated work environment.
- Ensure compliance with company policies and industry regulations in all customer service interactions.
- Handle escalated customer complaints with professionalism and empathy to achieve satisfactory resolutions.
Skills
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