Customer Service Manager

Taxi2Cardiff Limited is in search of an experienced and dedicated Customer Service Manager to lead our customer-centric initiatives and ensure exceptional service delivery. As we continue to grow and uphold our commitment to providing unparalleled taxi services in the Cardiff area, we are seeking a dynamic individual with a passion for customer satisfaction.
Main duties include:
- Develop and implement Customer Service policies, procedures, and standards, ensuring alignment with company objectives and a focus on continuous improvement.
- Handle escalated customer inquiries or complaints promptly and effectively, striving for resolution while maintaining a professional and courteous demeanor.
- Monitor and analyze customer feedback and satisfaction metrics, identifying areas for improvement and implementing strategies to enhance overall customer experience.
- Collaborate with other departments to ensure seamless coordination and communication, optimizing processes to meet and exceed customer expectations.
- Utilize CRM software and other tools to maintain accurate records of customer interactions, trends, and feedback, generating regular reports for management review.
Skills and Education:
- Proven one year of experience in a Customer Service management role, preferably within the transportation or service industry.
- Strong problem-solving abilities, with a customer-focused mindset and a commitment to delivering exceptional service.
- Proficiency in using CRM software and other Customer Service tools to manage inquiries, track performance, and analyze data for insights.
- Outstanding communication skills, both verbal and written, with the ability to effectively interact with diverse customer groups.