Customer Service Manager

The Customer Service Manager is responsible to set the department, policies & procedures, train the team, build customer data, and oversee day-to-day operations. Lead a team of customer service representatives and ensuring the delivery of exceptional service to our customers.

Responsibilities:
• Set Customer Service strategy in group level and cascade the new strategy to Business Unites.
• Work with HR team to build the team on Business Units Level.
• Lead a team of customer service representatives, providing guidance, coaching, and support to ensure optimal performance and customer satisfaction
• Develop and implement customer service policies, procedures, and standards to ensure consistent and efficient service delivery
• Monitor and evaluate customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and implement strategies to improve performance.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively while maintaining a positive customer experience.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to identify and address customer service issues, improve processes, and enhance the overall customer experience.
• Develop and deliver training programs for customer service representatives to enhance their skills, product knowledge, and customer handling techniques.
• Stay informed about industry trends, customer preferences, and competitor activities to identify opportunities for service improvements and innovation.
• Prepare and analyze reports on customer service performance, trends, and key metrics, and present findings to senior management.
• Set strategy to automate services and feedback system to ensure accurate data and reports
• Accepts any additional duties within scope of the work.

Requirements: