Customer Service Manager

Job Responsibilities • Lead and manage the customer service team to ensure efficient and high-quality service delivery • Develop and implement customer service policies, procedures, and service standards • Handle escalated customer enquiries, feedback, and complaints in a professional and timely manner • Monitor customer satisfaction and identify areas for service improvement • Build and maintain strong relationships with customers and key accounts • Track customer service performance and prepare regular reports for management • Establish and monitor service KPIs to improve team performance and customer experience • Coach, train, and mentor customer service staff to enhance their skills and performance • Work closely with sales, operations, and other departments to resolve customer issues and improve service processes • Review customer feedback and identify trends, recurring issues, and opportunities for improvement • Ensure customer enquiries and requests are followed up and resolved within appropriate timelines • Assist in developing customer retention and engagement strategies • Manage customer service processes and ensure proper documentation and record keeping • Support the implementation of CRM systems and other tools to improve customer service operations • Handle other customer service and operational duties as assigned by management Requirements • Diploma or Degree in Business Administration, Customer Service, Communications, Marketing, or a related field • Minimum 3–5 years of relevant experience in customer service, client management, or a similar role • Previous experience in a supervisory or managerial position is preferred • Strong communication and interpersonal skills • Excellent problem-solving and conflict-resolution abilities • Strong customer-focused mindset with good attention to detail • Good organisational and time-management skills • Proficient in Microsoft Office and customer relationship management (CRM) systems • Ability to lead a team and work effectively with different departments • Able to work independently and manage multiple priorities in a fast-paced environment