Customer Service Manager

Responsibilities and Duties:

• Enhance customer service to drive engagement and organic growth;
• Manage daily customer interactions, addressing inquiries and guiding them to appropriate services;
• Oversee customer service teams, ensuring performance standards and service quality;
• Train, mentor, and manage team members to foster professional growth;
• Set and track customer satisfaction targets, collaborating to meet or exceed them;
• Develop and implement service procedures, policies, and standards for consistency and quality;
• Enforce policies to streamline operations and ensure effective and professional complaint handling;
• Design and execute customer loyalty programs to boost retention and revenue;
• Monitor team performance via key metrics (response time, resolution rate, customer satisfaction) and provide feedback;
• Analyze performance data and prepare reports for evaluation;
• Stay updated on industry trends and technology, implementing improvements;
• Lead initiatives to improve service workflows and enhance the custom experience;
• Perform other tasks as assigned by the Board of Directors.

Qualifications and Skill

• Bachelors Degree in Business Administration, Communication, or related field;
• At least 5 years of experience in customer service, with 3+ years in a management role (preferably in a call center);
• Fluency in English (4 skills);
• Proficient with customer service software, tools, and multi-channel service;
• Strong experience handling complaints and leading teams in fast-paced environments, high-performing teams;
• Experience in analyzing data to drive service improvements and customer experience programs;
• Awareness of the latest industry trends and technologies;
• Advanced troubleshooting, multitasking, and client-facing communication skills.