CSR Manager

NAOS Solutions is seeking a highly motivated and experienced CSR Manager. As CSR Manager,  you will play a crucial role in ensuring exceptional customer service and satisfaction.

We are currently seeking a skilled and dedicated Customer Service Manager who also possesses expertise in Online Reputation Management. The ideal candidate will lead and guide our customer support team while taking a proactive role in safeguarding and enhancing our digital image and online presence. This role requires a unique blend of customer service leadership and online reputation management prowess.

Key Responsibilities:

1. Customer Service Leadership:

• Lead, mentor, and manage a team of customer service representatives to ensure exceptional customer experiences.
• Develop and implement strategies to improve customer satisfaction, streamline processes, and enhance issue resolution efficiency.
• Set performance goals, monitor performance metrics, and provide regular feedback to team members.
• Identify training needs and coordinate training programs to elevate the team's skills and capabilities.
• Drive continuous improvement initiatives to maintain a high level of service quality.

2. Online Reputation Management:

• Monitor various online platforms, social media channels, and review sites to track and analyze customer feedback and comments.
• Respond promptly and effectively to customer reviews, comments, and inquiries, showcasing excellent communication skills and brand understanding.
• Collaborate with cross-functional teams to address negative feedback, resolve customer issues, and convert challenges into opportunities.
• Develop and implement strategies to cultivate and sustain a positive online reputation, ensuring alignment with the brand's values and goals.
• Create engaging and relevant content to reinforce positive brand interactions online.
• Optimize search results to ensure accurate and favorable information about the brand is readily accessible.

3. Brand Perception in the Digital Landscape:

• Utilize a deep understanding of online dynamics to manage and shape brand perception across digital channels.
• Stay updated with industry trends, online platforms, and emerging technologies to continuously refine reputation management strategies.
• Collaborate with marketing and communication teams to align online reputation efforts with broader brand strategies.
• Monitor competitor activities and industry trends to proactively respond to changes in the online landscape.

Qualifications and Skills:

• Bachelor's degree in Business, Marketing, Communication, or a related field. Master's degree is a plus.
• Proven experience (5+ years) in customer service management, with a track record of driving exceptional customer experiences and team performance.
• Demonstrated expertise (5+ years) in Online Reputation Management, including managing online reviews, social media interactions, and search engine results.
• Strong written and verbal communication skills with the ability to craft effective responses and engage with customers online.
• In-depth knowledge of online platforms, social media dynamics, and search engine behavior.
• Analytical mindset with the ability to derive insights from data and use them to guide reputation management strategies.
• Creative thinking and adaptability to navigate evolving online landscapes and customer expectations.
• Excellent leadership and interpersonal skills to effectively lead a diverse team and collaborate across departments.

Education:

• Bachelor's (Required)

Experience:

• Customer Service Manager: 5 years (Required)
• Customer Service Management: 5 years (Required)
• Reputation Manager: 3 years (Required)
• Online Reputation Management: 3 years (Required)

If you are a passionate and results-driven individual with a strong commitment to customer satisfaction, we would love to hear from you. Join our team at NAOS Solutions and make a difference in the lives of our valued customers.