Customer Service Manager

This position leads and supports the customer service team to deliver high-quality service to clients or customers. They monitor daily operations, resolve complex or escalated issues, and ensure that service standards are met. Their role involves coaching and training staff, developing customer service policies, analyzing performance metrics, and working with other departments to improve the overall customer experience. They play a key part in maintaining customer satisfaction, loyalty, and the company's reputation.

Specific Responsibilities
Individual to be involved in:

1. Supervising customer service representatives and coordinating their daily tasks

2. Developing service protocols and ensuring compliance

3. Handling escalated customer complaints or difficult cases

4. Training, mentoring, and evaluating team members

5. Monitoring service metrics (response time, customer satisfaction, etc.)

6. Identifying areas for process improvement

7. Communicating customer feedback to leadership and relevant departments

Technical Skills and Competencies

• Strong communication and interpersonal skills
• Problem-solving and conflict-resolution abilities
• Leadership and team management
• Customer-focused mindset
• Ability to analyze data and service performance indicators
• Patience, empathy, and professionalism

Duration of attachment: 6 Months