CUSTOMER SERVICE MANAGER (THREE STAR)

A Customer Service Manager is responsible for managing the customer service team, maintaining service standards, resolving customer issues, and improving overall customer satisfaction.

Customer Service Manager – Job Roles & Responsibilities

* Lead, supervise, and motivate the customer service team to provide professional and efficient service.

* Handle customer enquiries, feedback, complaints, and escalated cases promptly and professionally.

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

* Monitor staff performance and ensure customer enquiries and complaints are resolved within required timelines.

* Train and coach customer service staff to improve communication, product knowledge, and problem-solving skills.

* Maintain good relationships with customers and understand their requirements and expectations.

* Coordinate with sales, operations, logistics, and other departments to resolve customer-related matters.

* Monitor customer satisfaction and identify areas for service improvement.

* Prepare customer service reports, including complaints, response times, recurring issues, and service performance.

* Manage customer records and ensure information is accurately maintained in the company’s system.

* Assist with difficult or sensitive customer situations and recommend appropriate solutions.

* Ensure the department complies with company policies and applicable procedures.

* Participate in management meetings and provide recommendations for improving customer experience.

* Plan manpower schedules and allocate duties to ensure adequate customer service coverage.

* Perform other customer service and administrative duties assigned by management.