Customer Service Manager

Team handling, Managing branch and business.

Key Responsibilities:

Customer Support & Satisfaction

• Oversee daily operations of the customer service team, ensuring prompt and effective responses.
• Develop and implement customer service policies and procedures to improve efficiency.
• Address and resolve customer complaints in a timely and professional manner.
• Monitor customer interactions and feedback to enhance service quality.
• Maintain high levels of customer satisfaction and loyalty through proactive support.

Team Management & Development

• Recruit, train, and mentor customer service representatives.
• Conduct regular performance evaluations and provide coaching for continuous improvement.
• Foster a customer-centric culture within the team.
• Set and track KPIs (e.g., response time, resolution rate, customer satisfaction scores).

Process Improvement & Strategy

• Identify areas for process improvement and implement best practices.
• Work with other departments (sales, marketing, product development) to address customer concerns.
• Use customer feedback to drive service enhancements and business decisions.
• Implement and optimize customer support tools (CRM, ticketing systems, chatbots, etc.).

Reporting & Analysis

• Generate reports on customer service metrics and present insights to management.
• Analyze trends in customer issues to develop proactive solutions.
• Maintain accurate records of customer interactions and resolutions.

Work Experience :

• Minimum 4 plus years in Microfinance (Minimum 2 yrs team handling exp mandatory) .