Customer Service Manager
Description
Key Responsibilities
Lead and manage the customer service team to ensure timely and professional handling of customer enquiries, feedback, complaints and service-related matters.
Build and maintain strong relationships with customers and ensure a high level of customer satisfaction.
Monitor customer service performance and ensure service standards, response times and follow-up actions are met.
Handle escalated customer complaints and work closely with internal departments to resolve issues effectively.
Review recurring customer concerns and recommend improvements to service processes and customer experience.
Develop, implement and maintain customer service procedures, guidelines and service standards.
Prepare and analyse customer service reports, trends, complaints and service performance data.
Ensure customer records, correspondence and service documentation are properly maintained and updated.
Coordinate with Operations, Finance, HR and other departments on customer-related matters where required.
Support billing, invoicing, payment follow-up and other finance-related coordination with customers where applicable.
Conduct regular team briefings, coaching and performance reviews for customer service staff.
Identify training needs and provide guidance to improve the team’s communication, service quality and problem-solving skills.
Assist management with customer engagement initiatives and service improvement projects.
Perform other duties and ad-hoc assignments as required by management.
Job Requirements
Degree in Business Administration, Customer Service, Management or a related field.
Relevant experience in customer service, preferably with supervisory or managerial responsibilities.
Strong communication, interpersonal and problem-solving skills.
Able to handle customer complaints and difficult situations professionally.
Good leadership and team management skills.
Strong organisational skills with the ability to manage multiple priorities.
Proficient in Microsoft Office and familiar with customer service systems, databases or CRM platforms.
Able to prepare reports, analyse service data and recommend improvements.
Able to work independently and collaborate effectively with different departments.