Manager - Customer Service

Job Summary

- We are seeking an experienced and customer-focused Customer Service Manager to lead our support team, enhance customer satisfaction, and ensure service excellence.

- The role involves managing day-to-day customer service operations, resolving escalated issues, and driving continuous improvements to deliver an outstanding customer experience.

- Lead and manage the customer service team, including training, coaching, and performance monitoring.

- Develop and implement customer service policies, procedures, and standards.

- Handle escalated customer inquiries and complaints, ensuring prompt and effective resolution.

- Monitor and analyze key performance metrics (CSAT, NPS, response time, resolution time).

- Collaborate with sales, marketing, and product teams to improve customer journeys.

- Use feedback and data to identify areas for improvement and propose solutions.

- Oversee customer communication across multiple channels (phone, email, chat, social media).

- Prepare reports and present insights to senior management.

- Foster a customer-centric culture within the organization.

- Stay updated on industry trends and customer service technologies.

- Proven experience as a Customer Service Manager, Team Lead, or similar role.

- Strong leadership and people management skills.

- Excellent problem-solving, conflict resolution, and decision-making abilities.

- Outstanding communication and interpersonal skills.

- Experience with CRM and customer support platforms (e.g, Zendesk, Freshdesk, Salesforce).

- Analytical mindset with ability to interpret data and improve processes.

- Ability to thrive in a fast-paced and customer-driven environment.