Customer Service Manager

Job Description

We are seeking an experienced and customer-focused Customer Service Manager to oversee the daily operations of the customer service department. The successful candidate will be responsible for managing customer service activities, leading and developing the customer service team, handling customer feedback and complaints, and implementing strategies to improve customer satisfaction and service quality. The Customer Service Manager will ensure the delivery of professional customer support while maintaining high service standards and operational efficiency.

Key Responsibilities

• Oversee the daily operations of the customer service department to ensure efficient service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Lead, supervise, train, and evaluate customer service staff to achieve departmental objectives.
• Handle escalated customer enquiries, complaints, and service issues in a professional and timely manner.
• Monitor customer service performance and implement improvement initiatives to enhance customer satisfaction.
• Prepare customer service reports and analyse service performance metrics.
• Coordinate with internal departments to resolve customer-related issues effectively.
• Ensure compliance with company policies, procedures, and service standards.
• Manage staffing schedules and allocate resources to support operational requirements.
• Build and maintain positive relationships with customers while promoting excellent service standards.
• Identify opportunities to improve operational efficiency and customer experience.
• Perform any other duties assigned by senior management.

Requirements

• Bachelor's Degree in Business Administration, Customer Service Management, Hospitality Management, or a related field.
• Minimum 3–5 years of relevant customer service experience, including at least 2 years in a supervisory or managerial role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficient in Microsoft Office applications and customer relationship management (CRM) systems.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong organisational and analytical skills with a customer-focused mindset.