As the Assistant Manager of Customer Service at Parts Avatar, you will play a pivotal role in ensuring an outstanding customer experience and providing effective support to our customers. You will be responsible for supervising and guiding the customer service team, managing escalations, and implementing strategies to improve customer satisfaction.

Key Responsibilities:

- Supervise and mentor a team of customer service representatives.

- Provide coaching and training to enhance the team's performance and customer service skills.

- Set clear performance goals and conduct regular performance evaluations.

- Handle escalated customer complaints and concerns, ensuring swift and satisfactory resolutions.

- Monitor customer service interactions to ensure quality and adherence to company policies.

- Identify areas for process improvement within the customer service department and recommend solutions.

- Collaborate with cross-functional teams to implement enhancements that optimize the customer experience.

- Analyze customer feedback and data to identify trends and areas for improvement.

- Utilize customer feedback to make data-driven decisions and improvements in service quality.

- Maintain effective communication with other departments to ensure a seamless customer experience.

- Prepare and present reports on customer service performance to senior management.

Qualifications :

- Bachelor's degree in automobile, mechanical, or a related field (preferred).

- Master's degree in business, management or related or a related field (preferred).

- Proven experience in customer service or a related role, with at least [X] years in a leadership or supervisory capacity.

- Strong leadership and team management skills.

- Excellent communication and interpersonal abilities.

- Analytical mindset with the ability to use data to drive decisions.

- Proficiency in CRM software and customer service tools.

- Commitment to delivering exceptional customer experiences.

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