Customer Service Manager

Job Description

As a Customer Service Manager, you will manage a team of customer support representatives while ensuring top-notch service delivery. You will implement best practices to enhance customer interactions, address escalated issues, and work closely with other departments to foster an exceptional customer experience.

Responsibilities

• Establish and monitor key performance indicators for team success.
• Support team members by providing coaching and feedback.
• Identify training needs and coordinate development sessions.
• Encourage a culture of continuous improvement within the team.
• Handle sensitive client communications and issue resolutions.
• Collaborate with IT department to enhance service tools and technology.

Requirements

Education

• Bachelor's degree in Management, Marketing, or a related field

Experience

• 5+ years of experience in customer service operations

Technical Skills

• Project Management
• Tech Savvy

Soft Skills

• Communication skills
• Emotional Intelligence

Certifications

• Certified Customer Service Manager

Languages

• English: Fluent

Advantageous

• Strong analytical skills: Ability to interpret customer data and provide insights.
• Experience with social media customer service: Familiarity with handling customer queries via social media channels.

Benefits

• Attractive remuneration package
• Comprehensive health cover
• Work-life balance initiatives
• Annual leave and sick leave provisions
• Professional growth opportunities

Company Culture

• Diversity: We celebrate diversity and inclusion across all levels.
• Innovation: Encouraging creative thinking to solve complex issues.
• Work-Life Balance: Promoting a balanced lifestyle for all team members.