CUSTOMER SERVICE MANAGER

Roles & Responsibilities

• Oversee daily customer service operations and team performance.
• Train, mentor, and develop customer support representatives.
• Handle customer escalations and complex service issues.
• Develop and implement customer service policies and best practices.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Analyze customer feedback to identify service improvement opportunities.
• Collaborate with sales, marketing, and product teams to improve customer experience.
• Manage customer support tools.
• Ensure compliance with company policies and industry regulations.
• Stay updated on customer service trends and technologies.