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Peer.ms is a cutting-edge technology company that provides cloud-based solutions for businesses and individuals. We are looking for a Customer Service Manager who will be responsible for managing our team of customer service representatives and ensuring that our valued customers receive the highest level of support. The ideal candidate will have a passion for providing excellent service and creating positive customer experiences.

Responsibilities

• Manage, coach, and mentor a team of customer service representatives
• Develop and implement customer service policies and procedures
• Ensure timely and accurate responses to customer inquiries via phone, email, and chat
• Monitor and analyze customer service metrics to identify areas for improvement
• Collaborate with other departments to resolve customer issues and provide feedback on product and service improvements
• Handle escalated customer issues
• Stay up-to-date with industry trends and best practices in customer service management

Requirements

• Bachelor's degree in business, marketing, or a related field
• 5+ years of experience in customer service management
• Excellent communication and interpersonal skills
• Strong leadership and coaching skills
• Proficiency in CRM software and other relevant customer service technologies
• Ability to work under pressure in a fast-paced environment
• Demonstrated ability to analyze data and metrics to drive decision making
• Experience in a technology company is a plus