Customer Service Manager
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Job summary
The Customer Service Manager is responsible for developing and implementing customer service strategies that enhance customer satisfaction, loyalty, and retention. The role oversees the Customer Service Team, ensures efficient handling of customer enquiries and complaints, establishes service standards, and drives continuous improvement.
Min Qualification:
Degree
Experience Level:
Mid level
Experience Length:
4 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Job descriptions & requirements
Responsibilities:
Leadership and Team Management:
- Lead, supervise, and mentor the Customer Service Team to achieve departmental objectives.
- Develop performance targets and monitor team productivity.
- Conduct regular coaching, training, and performance evaluations.
- Foster a customer-centric culture across the organization.
Customer Experience Management:
- Design and implement customer service policies, procedures, and service standards.
- Ensure prompt and professional resolution of customer enquiries, complaints, and escalations.
- Monitor customer satisfaction levels and implement initiatives to improve customer experience.
- Develop strategies to enhance customer retention and loyalty.
Complaint and Escalation Management:
- Manage complex customer complaints and high-level escalations.
- Conduct root-cause analyses of recurring customer issues.
- Collaborate with relevant departments to implement corrective actions.
Process Improvement:
- Review customer service processes and identify opportunities for improvement.
- Develop and implement service quality assurance measures.
- Establish service-level agreements (SLAs) and monitor compliance.
Reporting and Analytics:
- Prepare and present periodic customer service reports to management.
- Track customer feedback, service trends, and key performance metrics.
- Use customer insights to recommend business improvements and service enhancements.
Stakeholder Management:
- Work closely with Sales, Marketing, Operations, Legal, Finance, and other departments to ensure seamless customer service delivery.
- Represent the customer’s perspective in business decision-making processes.
- Maintain strong relationships with key clients and stakeholders.
Compliance and Risk Management:
- Ensure customer service operations comply with company policies and regulatory requirements.
- Maintain confidentiality and proper handling of customer information.
Requirements:
- Minimum of a BSC
- 4 years of previous experience in a similar role
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