Customer Service Management

Company Description ANR Business Consulting delivers smart, reliable offshore support that helps businesses scale faster and operate more efficiently. The company specializes in recruitment support, virtual assistants, accounting, digital marketing, and IT solutions for clients seeking flexible, cost-effective services. By combining skilled offshore talent with a client-first mindset, ANR Business Consulting enables organizations to reduce costs, improve productivity, and focus on core growth initiatives. The company positions itself as a trusted partner for scalable business support, offering solutions that adapt to changing business needs.
Role Description The Customer Service Manager is responsible for overseeing day-to-day customer service operations to ensure timely, high-quality support for clients and their customers. This full-time remote role includes managing customer support teams, setting performance standards, monitoring service metrics, and resolving escalated issues. The role involves designing and improving customer service processes, gathering feedback, and implementing strategies that enhance customer satisfaction and retention. The Customer Service Manager will collaborate with internal stakeholders and client teams to align service delivery with business objectives, provide training and coaching to team members, and prepare regular reports on service performance and customer experience.
Qualifications
Strong customer-focused skills, including Customer Service Management, Customer Support, and Customer Satisfaction.
Solid Analytical Skills to interpret service metrics, identify trends, and recommend data-driven improvements.
Excellent Communication skills for interacting with customers, leading teams, and collaborating with client stakeholders.
Experience managing remote or distributed customer service teams and working with ticketing or CRM systems.
Proven ability to develop and refine customer service processes, including escalation paths and quality standards.
Demonstrated problem-solving and conflict-resolution abilities, with a calm and professional approach under pressure.
Previous experience in customer service leadership or contact center management is highly beneficial.
Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.

Work arrangement
Yes