Customer Service Manager

Key Responsibilities

• Lead, coach, and manage the customer service team to deliver excellent support across all touchpoints (phone, email, chat, etc.)
• Develop and implement customer service policies, standards, and procedures to enhance customer satisfaction
• Monitor and analyze key performance metrics (e.g. response times, resolution rates)
• Handle complex customer inquiries or complaints with professionalism and empathy
• Collaborate cross-functionally with operations, sales, and marketing to improve the overall customer experience
• Train staff regularly on product knowledge, systems, and customer service techniques
• Report regularly to senior management on team performance and customer feedback

Requirements

• Diploma/Degree in Business, Communications, or related field
• Minimum 3 years of experience in customer service, with at least 2 years in a supervisory or managerial role
• Excellent communication, interpersonal, and problem-solving skills
• Strong leadership abilities with a passion for team development
• Proficient in using customer service software
• Customer-oriented mindset with a positive, solution-focused attitude