Customer Service Manager

Job Description

• Responsible for overseeing the operations of the customer service department and call centre to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedure.
• Manage a team of customer service representatives and call centre agents.
• Monitor customer interactions to ensure quality standards are met
• Handle escalated customer complaints and issues
• Analyze data and trends to improve customer service strategies
• Collaborate with other departments to enhance the overall customer experience
• Conduct staff training and performance evaluations.

Skills

• Bachelor's degree in Business Administration or related field
• Proven experience in a customer service management role
• Strong leadership and communication skills
• Knowledge of customer service / call center technologies and best practices
• Ability to analyze data and make strategic decisions
• Excellent problem-solving skills
• Ability to work under pressure and handle difficult situations

Preferred Candidate

Career Level

Management

Degree

Bachelor's degree / higher diploma