The Office Manager is responsible for ensuring the smooth operations of the office, organizing administrative tasks, and providing general support to the staff. This role is crucial in maintaining an efficient and productive work environment.

• Lead, mentor, and coach a team of customer service representatives.
• Set performance expectations and goals for the team, providing regular feedback and performance evaluations.
• Foster a positive and collaborative work environment.
• Handle escalated client issues and provide resolution in a timely and effective manner.
• Monitor client interactions to ensure high-quality service and adherence to company policies.
• Act as a point of contact for complex or sensitive client inquiries.
• Identify areas for improvement in customer service processes and implement changes to enhance the client experience.
• Collaborate with other departments to streamline communication and resolve cross-functional issues affecting clients.
• Analyze customer feedback, complaints, and trends to identify opportunities for improvement.
• Utilize data to make informed decisions and implement strategies that positively impact the client experience.
• Provide training to customer service representatives on effective communication, problem-solving, and company policies.
• Stay informed about industry best practices and implement relevant training programs.
• Generate regular reports on key performance indicators (KPIs) related to client satisfaction, issue resolution, and team productivity.
• Communicate findings and recommendations to upper management.
• Performs other related duties as assigned.

• Bachelor’s degree in related field of study.
• Bilingual: English
• 2+ years of professional working experience.
• Proven experience in a customer service or client-facing role.
• +4 years experience in leadership or management roles.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to use data to drive decision-making.
• Problem-solving skills and the ability to handle challenging situations diplomatically.
• Familiarity with customer relationship management (CRM) software.
• Adaptability and ability to work in a fast-paced environment.
• Adaptability and willingness to learn.

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