Customer Service Manager

Key Responsibilities

• Team Leadership: Lead and mentor a team of 7-8 customer service executives to ensure high performance, employee engagement, and professional growth.
• Customer Experience Strategy: Develop strategies to enhance customer satisfaction across all touchpoints, including phone, email, social media, and chat support.
• Operational Oversight: Oversee day-to-day customer service operations, ensuring adherence to service level agreements (SLAs) and quality standards.
• Escalation Management: Address complex customer queries, requests, or complaints escalated by the team and resolve them promptly to maintain brand trust.
• Cross-Department Collaboration: Act as the primary liaison between the customer service team and other departments, such as logistics, product, and marketing, to ensure seamless issue resolution.
• Process Optimization: Review and refine existing processes to enhance efficiency and improve resolution times.
• Reporting & Analytics: Monitor team performance through KPIs (e.g., first-response time, resolution time, customer satisfaction score) and prepare reports for management review.
• Training & Development: Identify skill gaps within the team and organize regular training sessions to keep them updated on policies, processes, and best practices.
• Social Media Management: Supervise responses to customer queries on platforms like Instagram, Facebook, WhatsApp, and Twitter to ensure timely and empathetic communication.
• Crisis Management: Devise contingency plans and manage the team during peak periods or unexpected challenges.

Candidature

• Minimum of 4 years in customer service, with at least 1-2 years in a supervisory or managerial role.
• Prior experience managing a team and delivering measurable outcomes.
• A customer-first approach with a focus on empathy and long-term satisfaction.
• Ability to think strategically and innovate processes.
• Proficiency in MS Office (Excel, Word) and customer service software (e.g., CRM tools).
• Exceptional organizational skills with the ability to multitask in a fast-paced environment.
• Familiarity with social media customer engagement.