Customer Service Manager

We are looking for someone who is passionate in delivering exceptional service and leading a dynamic team to take our customers’ experience to the next level. The Customer Service Manager is responsible for leading and managing the customer service team to ensure exceptional service delivery and customer satisfaction. This role involves overseeing daily operations, developing customer service strategies, resolving escalated issues, and implementing process improvements to enhance overall customer experience.

Key Accountabilities:
• Lead, mentor, and develop a team of customer service representatives.
• Provide regular coaching, training, and performance feedback to enhance team skills and service quality.
• Oversee daily operations to ensure smooth and efficient service delivery.
• Establish and monitor key performance indicators (KPIs) to measure team performance and service effectiveness.
• Ensure compliance with company policies, industry regulations, and service level agreements (SLAs).
• Handle customer escalations and resolve complex issues with professionalism and empathy.
• Implement and optimize customer service operational processes.
• Analyze performance metrics and formulate plans to continuously improve customer satisfaction.
• Collaborate with other departments to ensure alignment and a seamless customer experience.
• Assist in developing customer service policies, guidelines, and training materials to ensure consistency in service delivery.

Qualifications:
• Minimum of 5 years of experience in a customer service or leadership role, with a proven track record of managing teams.
• Problem-solving skills with a proactive and customer-first mindset.
• Strong leadership skills with the ability to inspire, motivate, and develop team members.
• Excellent communication skills, both written and verbal, with the ability to handle challenging customer interactions effectively.
• Experience with customer service software, CRM tools, and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk, etc.).
• Ability to analyze data and make data-driven decisions to improve customer service operations.

What We Offer:
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and inclusive work environment.