Customer Service Manager
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Job summary
We are looking for a skilled and proactive Customer Service Manager to lead and develop our customer support operations. This role requires an experienced leader capable of managing a large customer support team, improving operational efficiency, and maintaining high customer satisfaction levels in a fast-paced gaming environment.
Min Qualification:
Degree
Experience Level:
Senior level
Experience Length:
5 years
Working Hours:
Full Time
Job descriptions & requirements
Responsibilities:
- Lead, manage, and supervise a large team of customer service agents and team leaders.
- Oversee daily operations of customer support across multiple channels (live chat, email, phone, and in-game support).
- Develop and implement customer service policies, procedures, and service standards.
- Monitor KPIs such as response time, resolution time, CSAT, and service quality.
- Manage escalated customer complaints and complex service issues.
- Ensure compliance with company policies, operational standards, and service level agreements.
- Prepare regular reports on customer service performance, customer feedback, and improvement strategies
Requirements:
- Minimum 5 years of managerial experience in customer service
- Proven experience managing large teams in a high-volume support environment
- Strong leadership, communication, and conflict-resolution skills
- Ability to analyze performance metrics and implement improvements
- Experience with CRM systems and customer support tools
- Ability to work in a fast-paced, tech-driven environment
- Experience managing multi-channel customer support operations (chat, phone, email).
- Demonstrated ability to handle escalations and high-pressure service situations.
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