Customer Service Manager
Job Responsibilities
Lead and manage the customer service team to ensure efficient and high-quality service delivery
Develop and implement customer service policies, procedures, and service standards
Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner
Monitor customer satisfaction and identify areas for service improvement
Build and maintain strong relationships with customers and key accounts
Track customer service performance and prepare regular reports for management
Establish and monitor service KPIs to improve team performance and customer experience
Coach, train, and mentor customer service staff to enhance their skills and performance
Work closely with sales, operations, and other departments to resolve customer issues and improve service processes
Review customer feedback and identify trends, recurring issues, and opportunities for improvement
Ensure customer enquiries and requests are followed up and resolved within appropriate timelines
Assist in developing customer retention and engagement strategies
Manage customer service processes and ensure proper documentation and record keeping
Support the implementation of CRM systems and other tools to improve customer service operations
Handle other customer service and operational duties as assigned by management
Requirements
Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or a related field
Minimum 3–5 years of relevant experience in customer service, client management, or a similar role
Previous experience in a supervisory or managerial position is preferred
Strong communication and interpersonal skills
Excellent problem-solving and conflict-resolution abilities
Strong customer-focused mindset with good attention to detail
Good organisational and time-management skills
Proficient in Microsoft Office and customer relationship management (CRM) systems
Ability to lead a team and work effectively with different departments
Able to work independently and manage multiple priorities in a fast-paced environment