Customer Service Manager

Key Responsibilities

• Lead and manage the customer service team to ensure timely and professional handling of customer enquiries, feedback, complaints and service-related matters.

• Build and maintain strong relationships with customers and ensure a high level of customer satisfaction.

• Monitor customer service performance and ensure service standards, response times and follow-up actions are met.

• Handle escalated customer complaints and work closely with internal departments to resolve issues effectively.

• Review recurring customer concerns and recommend improvements to service processes and customer experience.

• Develop, implement and maintain customer service procedures, guidelines and service standards.

• Prepare and analyse customer service reports, trends, complaints and service performance data.

• Ensure customer records, correspondence and service documentation are properly maintained and updated.

• Coordinate with Operations, Finance, HR and other departments on customer-related matters where required.

• Support billing, invoicing, payment follow-up and other finance-related coordination with customers where applicable.

• Conduct regular team briefings, coaching and performance reviews for customer service staff.

• Identify training needs and provide guidance to improve the team’s communication, service quality and problem-solving skills.

• Assist management with customer engagement initiatives and service improvement projects.

• Perform other duties and ad-hoc assignments as required by management.

Job Requirements

• Degree in Business Administration, Customer Service, Management or a related field.

• Relevant experience in customer service, preferably with supervisory or managerial responsibilities.

• Strong communication, interpersonal and problem-solving skills.

• Able to handle customer complaints and difficult situations professionally.

• Good leadership and team management skills.

• Strong organisational skills with the ability to manage multiple priorities.

• Proficient in Microsoft Office and familiar with customer service systems, databases or CRM platforms.

• Able to prepare reports, analyse service data and recommend improvements.

• Able to work independently and collaborate effectively with different departments.