Customer Service Manager

Job Responsibilities

• Lead and manage the customer service team to ensure efficient and high-quality service delivery

• Develop and implement customer service policies, procedures, and service standards

• Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner

• Monitor customer satisfaction and identify areas for service improvement

• Build and maintain strong relationships with customers and key accounts

• Track customer service performance and prepare regular reports for management

• Establish and monitor service KPIs to improve team performance and customer experience

• Coach, train, and mentor customer service staff to enhance their skills and performance

• Work closely with sales, operations, and other departments to resolve customer issues and improve service processes

• Review customer feedback and identify trends, recurring issues, and opportunities for improvement

• Ensure customer enquiries and requests are followed up and resolved within appropriate timelines

• Assist in developing customer retention and engagement strategies

• Manage customer service processes and ensure proper documentation and record keeping

• Support the implementation of CRM systems and other tools to improve customer service operations

• Handle other customer service and operational duties as assigned by management

Requirements

• Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or a related field

• Minimum 3-5 years of relevant experience in customer service, client management, or a similar role

• Previous experience in a supervisory or managerial position is preferred

• Strong communication and interpersonal skills

• Excellent problem-solving and conflict-resolution abilities

• Strong customer-focused mindset with good attention to detail

• Good organisational and time-management skills

• Proficient in Microsoft Office and customer relationship management (CRM) systems

• Ability to lead a team and work effectively with different departments

• Able to work independently and manage multiple priorities in a fast-paced environment