Job Description
Lead, mentor, and develop a team of customer service representatives with a focus on cross-selling, upselling, and revenue generation through service interactions. Set and track performance goals and KPIs related to sales conversion, retention, customer satisfaction (CSAT), and productivity. Partner with Sales, Marketing, and Operations to align customer service strategies with overall business objectives. Monitor and analyze service team performance, identifying areas for improvement and executing action plans. Implement coaching and training programs to drive continuous improvement in sales and service delivery.Manage escalated customer issues and ensure resolution aligns with service standards and brand voice. Use data and customer insights to recommend process improvements and optimize the customer journey. Report regularly on team performance, trends, and business impact to senior leadership.
About Colibri
Colibri is a pioneer of online professional education, introducing some of the first web-based professional education courses in 2001.