Customer Service Manager

Key Responsibilities

• Oversee the daily operations of the customer service department to ensure efficient service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Lead, supervise, train, and evaluate customer service staff to achieve departmental objectives.
• Handle escalated customer enquiries, complaints, and service issues in a professional and timely manner.
• Monitor customer service performance and implement improvement initiatives to enhance customer satisfaction.
• Coordinate with internal departments to resolve customer-related issues effectively.
• Ensure compliance with company policies, procedures, and service standards.
• Manage staffing schedules and allocate resources to support operational requirements.
• Identify opportunities to improve operational efficiency and customer experience.
• Perform any other duties assigned by senior management.

Requirements

• Minimum 3–5 years of relevant customer service experience, including at least 2 years in a supervisory or managerial role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficient in Microsoft Office applications and customer relationship management (CRM) systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong organisational and analytical skills with a customer-focused mindset.