Customer Service Department Manager

About Us:

With more than 15 years of activity, and over 3 million customers (and still growing), Pango’s app has become synonymous with driver and vehicle solutions. It is a known brand and one of the most widespread applications in Israel.

About the Role:

Pango is looking for a results-oriented and experienced ​Customer Service Department Manager to join our team and play a key role in delivering exceptional customer experiences. We are looking for someone passionate about customer service and possess a strong track record of success in managing and optimizing service operations.

Responsibilities:

• Contribute to the development and implementation of customer service strategies.
• Lead initiatives to improve service quality and efficiency.
• Develop and manage operational plans for the customer service team.
• Advocate for customer needs and ensure smooth communication across all touchpoints.
• Oversee the day-to-day operations of the customer service team.
• Manage CRM systems and call center information systems to support efficient service delivery.
• Analyze data and implement improvements to service processes.
• Implement new technologies and systems to enhance customer service capabilities.
• Participate in cross-functional projects to improve the customer experience.
• Ensure adherence to established service procedures.
• Monitor and track key performance indicators (KPIs) related to customer service.

Qualifications:

• Bachelor's degree preferred, or equivalent experience in customer service.
• 5+ years of experience in a customer service leadership role.
• Proven experience in managing and motivating a customer service team.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM systems and call center technologies (a plus).
• Ability to work effectively under pressure and prioritize tasks.
• Strong analytical skills and a data-driven approach.