Job Summary
We are seeking a dynamic, result-driven Customer Service Manager to oversee our client support operations, service workflows, and front-line team performance. In this leadership role, you will define customer service standards, handle escalated inquiries, analyze performance metrics, train team members, and implement operational strategies to elevate customer satisfaction and retention.
Key Responsibilities
Team Leadership & Operations:
Supervise, mentor, and evaluate customer service representatives, setting clear performance targets, managing shift schedules, and ensuring team accountability.
Escalation & Resolution:
Serve as the senior point of contact for complex customer complaints, handling critical issues with diplomacy, speed, and effective problem-solving.
Quality Assurance & Process Optimization:
Establish customer service procedures, benchmark quality metrics (CSAT, NPS, Resolution Time), and continuously refine support workflows to improve turnaround times.
Data Analysis & Reporting:
Track key performance indicators (KPIs), generate weekly and monthly service delivery reports for senior management, and identify trends in customer feedback to drive improvements.
Cross-Departmental Collaboration:
Partner with operations, sales, product, and logistics teams to address recurring service bottlenecks, ensure strategic alignment, and enhance overall client experience.
Requirements & Qualifications
Educational Qualification:
Bachelor’s degree in Business Administration, Marketing, Public Relations, Communications, or a related field.
Work Experience
3 to 5+ years of progressive experience in customer service, call center operations, or client relations, with at least 2 years in a team lead or managerial capacity.
Gender Preference:
Male candidate preferred.
Technical Proficiency:
Strong working knowledge of Customer Relationship Management (CRM) software, ticketing systems, and Microsoft Office Suite (Word, Excel, PowerPoint).
Core Competencies:
Strong leadership and conflict-resolution skills; exceptional verbal and written communication; analytical mindset; and the ability to work effectively under pressure.