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Company Contact Info

  • 142 West 57th Street
    New York, NY 10019
  • Jonathan Gafni

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Head of Customer Support

iMarketsLive • New York, NY

Posted 22 days ago

Job Snapshot

Travel - Negligible
Experience - 1 to 7 years
Degree - High School
Education - Teaching - Administration


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Job Description

We are an online education company on the Foreign Exchange Market, looking for an experienced, driven, customer service manager to join our management team in Midtown Manhattan.

We are a young company that is experiencing a tremendous amount of growth, looking for the right, dependable, focused individual, that is looking to grow with us for the long term.

This position will report to our Central Park South office, which has great amenities, in a young, laid back, casual office environment, around tons of great dining and entertainment. This position will also have the occasional opportunity to travel, and/or work remotely.

The customer service manager will be responsible for hiring, firing, scheduling, training, analyzing and improving the efficiency of 30+ customer supports reps, that work for the company remotely across the globe.

We will be conducting interviews for an immediate start date, March 2018. 

Head of Customer Service Duties and Responsibilities
  • Recruiting, hiring, and training new customer service agents
  • Researching strategies to further improve the customer experience
  • Scheduling calendar for agents and representatives
  • Distributing agent and representative work
  • Developing standards and procedures
  • Documenting customer service discussions and actions
  • Maintaining accurate records and files of documentation
  • Setting and maintaining all customer service procedures and policies
  • Addressing returns, refunds, credits, and shipping tracking numbers
  • Recording, organizing, and filing customer interactions and profile/account changes
  • Providing resources for quality customer service
  • Implementing customer service strategies to improve quality of service
  • Addressing and resolving team and customer conflicts
  • Anticipating and resolving customer service issues
  • Maintaining a professional workspace and workflow
  • Evaluating agent and representative performance

Job Requirements

Head of Customer Service Requirements and Qualifications
  • Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to multitask, prioritize, and manage time efficiently
  • Encouraging to team and staff; able to mentor and lead
  • Able to analyze data and sales statistics and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Focused on customer service
  • High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
  • Previous experience in customer support, client services, sales, or a related field
  • Excellent at communicating over the phone and handling phone systems
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software
  • Able to concentrate on multiple problems at once
  • Excellent time management and prioritization skills
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously
  • Customer focused for a positive customer experience and resolution
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