WE ARE HIRING

CUSTOMER SERVICE MANAGER

Oversees customer support and service quality.

Our client seeks a customer-focused and results-driven Customer Service Manager to lead support teams, enhance customer experience, and ensure service excellence across all touchpoints.

• Develop and implement customer service strategies and policies
• Lead, coach, and motivate customer service teams
• Monitor service performance and ensure quality standards
• Analyze customer feedback and implement improvement plans
• Resolve escalated customer issues and ensure satisfaction
• Manage service operations, resources, and workflows
• Prepare reports and track key performance indicators (KPIs)
• Collaborate with other departments to enhance customer experience
• Ensure compliance with company policies and industry regulations

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution skills
• Customer-focused mindset and attention to detail
• Proficiency in CRM systems and MS Office
• Ability to work under pressure and meet service targets

• Bachelor's Degree in Business Administration, Marketing, Communications, or related field
• Professional certification (e.g., COPC, CCXP, ITIL) is an added advantage
• Valid driving license is an added advantage
• Minimum 3-5 years' experience in customer service or call center management
• At least 2 years in a supervisory or managerial role
• Proven track record in improving customer satisfaction and service performance
• Experience in KPI tracking and team management is an advantage