Customer Service Manager (Remote)

Job Title: Customer Service Manager

Job Summary:

The Health Biomedical Science and Technology Institute is seeking an experienced and highly motivated Customer Service Manager to lead our customer service team. This role will be pivotal in ensuring that our clients, students, and other stakeholders receive exceptional service in alignment with the Institute’s mission and objectives. The Customer Service Manager will oversee the day-to-day operations of the customer service department, manage team performance, and work collaboratively with internal departments to ensure customer satisfaction across all touchpoints.

Key Responsibilities:

• Team Leadership:
• Lead, train, and mentor the customer service team to ensure effective delivery of services. Provide guidance on best practices, resolving escalated issues, and ensuring consistency in responses.
• Customer Support Excellence:
• Oversee all customer interactions, ensuring prompt, courteous, and professional responses to inquiries and concerns from clients, students, faculty, and other stakeholders.
• Process Optimization:
• Continuously assess and refine customer service processes to ensure efficiency, accuracy, and a positive experience for clients. Recommend and implement improvements based on feedback and performance analysis.
• Quality Assurance:
• Monitor the quality of interactions handled by the customer service team, ensuring that all team members adhere to established protocols, standards, and the Institute’s mission.
• Issue Resolution:
• Manage and resolve complex or escalated issues, ensuring timely and satisfactory resolution. Maintain a feedback loop for continuous improvement.
• Reporting and Analytics:
• Develop and provide regular reports on customer service metrics, such as response times, customer satisfaction, and issue resolution rates. Analyze trends and propose solutions to enhance service delivery.
• Collaboration:
• Work closely with other departments, including admissions, enrollment, marketing, and academic services, to ensure alignment and efficiency in customer service-related processes.
• Training and Development:
• Conduct training sessions to enhance the team’s product knowledge, customer service skills, and proficiency with software tools used to manage customer queries.
• Policy and Procedure Compliance:
• Ensure adherence to Institute policies and relevant regulations, including confidentiality, compliance with health-related standards, and privacy protection.
• Client Relationship Management:
• Build and maintain strong relationships with key clients and stakeholders. Act as a liaison between the customer service department and senior leadership.

Qualifications:

• Education:
• Bachelor’s degree in Business Administration, Health Sciences, Technology Management, or a related field. A master’s degree or relevant certifications in customer service or healthcare administration is a plus.
• Experience:
• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or management role.
• Experience in the healthcare, biomedical science, or technology sector is highly desirable.
• Skills:
• Strong leadership, interpersonal, and communication skills.
• Excellent problem-solving abilities and decision-making skills.
• Familiarity with customer service software, CRM systems, and office applications.
• Ability to handle complex and sensitive customer issues with professionalism and empathy.
• High attention to detail and ability to manage multiple priorities simultaneously.
• Ability to work collaboratively across departments to achieve organizational goals.

Working Conditions:

• Full-time position, with occasional evening or weekend work based on customer needs.
• Ability to work in a fast-paced and dynamic environment while maintaining a focus on quality service.