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.