at Bank of America Merrill Lynch

Bulge Bracket Investment Banks

Posted 12 days ago

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**Customer Service Manager** drives excellence in customer support, ensuring high satisfaction levels. Manages a team of Customer Service Representatives, handling inbound calls, emails, chats, and social media inquiries. Key responsibilities involve setting team goals, training team members, and monitoring performance using metrics such as First Response Time (FRT) and Customer Satisfaction (CSAT). Essential skills include excellent communication, leadership, and analytical thinking. Minimum of 3 years in customer service management and a proven track record of improving customer satisfaction. Proficiency in CRM tools (Salesforce) and helpdesk software (Zendesk) required.

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