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Customer Service Operations Manager Assistant Job Description

JOB TITLE: Customer Service Operations Manager Assistant

OVERVIEW/SUMMARY: As a Customer Service Operations Manager Assistant, you'll be responsible for assisting in the day-to-day management of customer service operations. You will play a critical role in ensuring that customer service operations run smoothly, and customer satisfaction is at an all-time high. You'll work collaboratively with other team members to maintain and develop policies and procedures to provide top-quality customer service to clients.

1. Cross-checking and reviewing incoming customer inquiries, complaints, and feedback via phone, email and/or chat to ensure satisfaction and completion in a timely matter
2. Assisting with the development and implementation of actionable solutions to improve customer satisfaction and streamline service delivery
3. Ensuring that service level agreements are met or exceeded by tracking and analyzing customer service and support metrics
4. Handling and managing escalated customer issues or complaints and updating the relevant team members in a timely manner
5. Creating reports and analyzing customer feedback, channel performance, and associated metrics to measure feedback and resolve potential gaps
6. Assisting and coordinating all customer service-related activities, including secure refunds & returns, product investigations etc.
7. Leading by example to maintain a positive and professional attitude towards colleagues as well as the client base.


Hard skills:
1. Good knowledge of customer service practices and procedures
2. Ability to work with Microsoft Office applications and other relevant customer service software
3. Demonstrated effectiveness in using CRM or customer ticketing software
4. Excellent time management and prioritization skills to manage deadlines
5. Ability to quickly grasp and navigate technology

Soft skills:
1. Great interpersonal skills to be able to communicate positively while working in a team
2. Excellent communication skills whether verbal, written or email
3. The ability to be able to make difficult decisions when the customer experience is at stake,
4. Passion for providing great service to customers and ensuring customer satisfaction
5. Adaptability and Flexibility to changing requirements, team changes and service delivery practices.

1. A high school diploma or equivalent is required
2. A Bachelor’s Degree in Business Administration or related fields is preferred.
3. Experience in Customer Service Operations or related fields is required
4. Experience in the eCommerce industry is preferred.

Generally, the successful candidate for this position must be self-driven, possess outstanding communication skills, and a high level of patience when handling sensitive customer situations. You should be more than capable of working under pressure and have the ability to multi-task while keeping calm and composed. The Customer Service Operations Manager Assistant is tasked with ensuring a proactive approach that guarantees an exceptional client experience.

Licensing (if applicable):
Most positions as a customer service operations manager assistant do not require any specific licensing or certifications. However, certain industries and companies may require relevant licenses or certifications, such as a certification in project management or Six Sigma.

Typical Employers:
Customer service operations manager assistants can be employed in a variety of industries, including retail, healthcare, hospitality, financial services, telecommunications, and transportation. They can work for large corporations or small businesses, as well as nonprofit organizations and government agencies.

Work Environment:
As a customer service operations manager assistant, you will spend most of your time working in an office environment, coordinating with managers, employees, and customers. Your work schedule may include occasional weekend or evening shifts, depending on the needs of your employer.

Career Pathways:
There are several paths that can lead to a career as a customer service operations manager assistant. Relevant educational backgrounds may include business administration, management, or communications. Entry-level positions such as customer service representatives or operations coordinators can also provide a foundation for this role. The next step for a customer service operations manager assistant could be to move into the role of customer service operations manager or customer experience manager.

Job Growth Trend (USA and Global):
According to the U.S. Bureau of Labor Statistics, employment in the customer service field is projected to grow 2% from 2019 to 2029, which is slower than the average for all occupations. However, as companies in various industries continue to recognize the importance of customer service and the role it plays in brand loyalty, there will continue to be a need for customer service operations manager assistants. On a global scale, the growing emphasis on customer satisfaction and experience is likely to drive demand for customer service-related roles.

Career Satisfaction:
As a Customer Service Operations Manager Assistant, job satisfaction can come from the opportunity to work collaboratively with a team to resolve complex customer issues, ensuring high levels of customer satisfaction. Additionally, the job can offer the opportunity to develop leadership and organizational skills, as well as the potential for career advancement.

Related Job Positions:
Other job positions related to a Customer Service Operations Manager Assistant may include a Customer Service Manager, Customer Support Manager, Customer Service Representative, Customer Experience Specialist, and Call Center Manager.

Connected People (positions that would be interacting with):
A Customer Service Operations Manager Assistant may interact with various positions within the company, including Customer Service Representatives, other customer service managers, IT personnel, and Operations Managers.

Average Salary (USA, UK, Germany, India, Brazil):
In the United States, the average salary for a Customer Service Operations Manager Assistant is $51,982 per year. In the United Kingdom, the average salary is £26,000 ($34,000) per year. In Germany, the average salary is €48,000 ($57,500) per year. In India, the average salary is ₹331,511 ($4,400) per year. In Brazil, the average salary is R$35,539 ($6,500) per year.

Benefits Package:
Typically, a benefits package for a Customer Service Operations Manager Assistant may include health insurance (medical, dental, vision), paid time off, retirement plans, and disability insurance. Some companies may also offer tuition reimbursement, employee discounts, and wellness programs.

Schedule and Hours Required:
The schedule and hours required for a Customer Service Operations Manager Assistant can vary depending on the company and industry. Typically, this role may require working regular business hours, Monday through Friday. However, there may be occasions where working extended hours or weekends are necessary, especially during peak seasons or to handle urgent customer matters.

Level of Autonomy:

As a Customer Service Operations Manager Assistant, you will be expected to work under the supervision of the manager while also exercising a certain degree of autonomy in the day-to-day handling of customer service operations. You will be expected to handle customer inquiries, complaints, and escalations while following company policies and procedures. You will also be responsible for monitoring the performance of the customer service team and proactively identifying areas where improvements can be made. While you will have opportunities to voice your ideas and suggestions, you will be expected to make decisions within the framework of the company's policies and procedures.

Opportunities for Professional Development and Advancement:

Working as a Customer Service Operations Manager Assistant is an excellent opportunity for career growth and advancement. You will have the opportunity to learn about customer service operations, management, and business communication. You will also have the chance to develop your skills and expertise in managing customer interactions and managing a team. As you gain experience and proficiency in your role, you can expect to progress to more senior roles within the company, such as Customer Service Operations Manager or Operations Director.

Specialized Skills or Knowledge Required:

To excel in this role, you will need to have excellent communication skills, both written and verbal, as you will be interacting with customers and other members of the team on a regular basis. You should be organized, detail-oriented, and able to multitask, as you will need to manage multiple customer inquiries and team responsibilities at once. You should also have a good understanding of customer service concepts and practices, and be familiar with relevant software applications, such as customer service management software and Microsoft Office Suite.

Physical Demands:

The role of a Customer Service Operations Manager Assistant is primarily office-based, so you should be comfortable with working at a desk for prolonged periods of time. You may be required to sit, stand, and walk for extended periods, and make occasional visits to customer sites or attend business meetings at other locations. There are typically no strenuous physical demands associated with this role.

Tools and Technologies Used:

As a Customer Service Operations Manager Assistant, you will be working with various software applications that are used to manage customer inquiries and data, such as ServiceNow, Salesforce, and Microsoft Dynamics. You will also use communication and collaboration tools, such as email, instant messaging, and video conferencing, to interact with other team members, customers, and vendors. You should be comfortable with learning new software applications and technologies as they are introduced.

Work Style:

As a Customer Service Operations Manager Assistant, candidates must have excellent organizational and time management skills as well as attention to detail. They must also have the ability to multitask, prioritize work effectively, and work well under pressure. They should be able to solve complex problems and have strong analytical skills. Additionally, the candidate must be proactive, and they must have excellent communication skills, both written and verbal.

Working Conditions:

The role of a Customer Service Operations Manager Assistant is office-based, and most of the work is done sitting in front of a computer. The job involves a considerable amount of interaction with customers, clients, and colleagues, both in and outside the organization. Candidates must be flexible in terms of working hours as the role may involve working extended hours or weekends.

Team Size and Structure:

As a Customer Service Operations Manager Assistant, candidates can expect to work in a team environment, and they would typically report to a Customer Service Operations Manager. Depending on the size of the organization, the candidate may also be responsible for managing a team of customer service representatives.

Collaboration and Communication Requirements:

The role requires frequent communication with clients, customers, and both internal and external stakeholders. As such, candidates must be skilled at collaboration and teamwork, and they must have excellent interpersonal skills. They must be able to articulate complicated ideas or technical information to people with various levels of expertise. They should also be able to provide timely, concise, and accurate reports and updates to management.

Cultural Fit and Company Values:

Companies have their unique cultures, values, and ethics. It is essential to determine whether the candidate has the right cultural fit, shares the company values, and can work according to the company's ethics. They should be passionate about serving customers and committed to delivering excellent customer experiences. They should be able to maintain customer-centricity while being goal-oriented and results-driven. Additionally, they should be proactive, continuously seeking ways to improve customer service, and always looking for innovative ways to meet and exceed customer expectations.