CUSTOMER SERVICE MANAGER (THREE STAR)

A Customer Service Manager is responsible for managing the customer service team, maintaining service standards, resolving customer issues, and improving overall customer satisfaction.

Customer Service Manager - Job Roles & Responsibilities

. Lead, supervise, and motivate the customer service team to provide professional and efficient service.

. Handle customer enquiries, feedback, complaints, and escalated cases promptly and professionally.

. Develop and implement customer service procedures, policies, and service standards.

. Monitor staff performance and ensure customer enquiries and complaints are resolved within required timelines.

. Train and coach customer service staff to improve communication, product knowledge, and problem-solving skills.

. Maintain good relationships with customers and understand their requirements and expectations.

. Coordinate with sales, operations, logistics, and other departments to resolve customer-related matters.

. Monitor customer satisfaction and identify areas for service improvement.

. Prepare customer service reports, including complaints, response times, recurring issues, and service performance.

. Manage customer records and ensure information is accurately maintained in the company's system.

. Assist with difficult or sensitive customer situations and recommend appropriate solutions.

. Ensure the department complies with company policies and applicable procedures.

. Participate in management meetings and provide recommendations for improving customer experience.

. Plan manpower schedules and allocate duties to ensure adequate customer service coverage.

. Perform other customer service and administrative duties assigned by management.