Customer Service Manager

Customer Service Manager

Customer Service Manager leads a team to ensure excellent customer satisfaction by setting standards, training staff, handling escalated issues, analyzing feedback, and implementing policies, focusing on retention, team development, and improving overall service quality through performance monitoring and inter departmental collaboration, balancing leadership with direct customer interaction.

Key Responsibilities:

1. Team Leadership and Training - recruit, train, coach and motivate customer service representatives, manage schedules and workloads, conduct performance reviews and provide guidance.

2. Customer Resolution - handle complex or escalated complaints, ensuring timely and satisfactory resolution to build customer loyalty.

3. Policy and Process Development - implement and refine customer service policies, procedures and quality standards.

4. Performance Monitoring - set goals and track team performance.

5. Strategy and Improvement - analyze customer feedback and data to identify trends, suggest improvements, and collaborate with other departments.

Essential Skills and Qualifications:

• Strong leadership, communication and problem-solving skills
• Customer centric mindset with empathy
• Experience in Customer Service

Key Skills:

• Interpersonal skills - high empathy, patience and conflict resolution skills
• Communicaion - excellent verbal skills for interacting with customers, staff and management