Customer Services Manager

Key Responsibilities:Customer Service Operations

• Manage day-to-day customer service operations across all communication channels (phone, email, social media, WhatsApp, and in-person interactions).
• Ensure timely and effective resolution of customer inquiries, complaints, and service requests.
• Develop and maintain customer service policies, procedures, and service standards.

Team Management

• Lead, coach, and develop the customer service team.
• Monitor team performance against established KPIs and service levels.
• Conduct regular performance reviews, training, and coaching sessions.
• Foster a customer-centric culture within the department.

Customer Satisfaction & Retention

• Drive initiatives to improve customer satisfaction, loyalty, and retention.
• Monitor customer feedback and implement corrective actions.
• Manage customer escalations and ensure prompt resolution.

Process Improvement

• Identify opportunities to enhance customer service processes and operational efficiency.
• Collaborate with Sales, Marketing, Operations, Supply Chain, and IT teams to improve the customer journey.
• Implement automation and digital solutions to improve service delivery.

Reporting & Analytics

• Prepare and present customer service reports and dashboards.
• Analyze customer trends, complaints, and service performance metrics.
• Provide recommendations to improve customer experience and operational effectiveness.

Stakeholder Management

• Coordinate with internal departments to resolve customer concerns.
• Ensure smooth communication between customers and business functions.
• Support management in strategic customer service initiatives.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• First Response Time
• First Contact Resolution (FCR)
• Complaint Resolution Time
• Service Level Achievement
• Customer Complaint Reduction
• Team Productivity & Quality Scores

Qualifications

• Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
• Master's degree preferred.

Experience

• 6–10 years of experience in Customer Service, Customer Experience, Contact Center, or Client Relations.
• Minimum 3 years of managerial experience leading customer service teams.

Skills & Competencies

• Customer Relationship Management
• Team Leadership & Coaching
• Complaint Handling & Conflict Resolution
• Process Improvement
• Data Analysis & Reporting
• Communication & Interpersonal Skills
• Stakeholder Management
• Problem Solving & Decision Making
• Customer-Centric Mindset

Work Location: In person