Customer Service Manager

About the Role

We are looking for a Customer Service Manager to lead our customer service team and deliver a smooth, positive experience for our customers.

You will take ownership of daily customer service operations, support and develop the team, handle escalated cases, and work closely with other departments to resolve issues and improve the overall customer experience.

If you enjoy leading people, solving problems and making things work better for customers, we'd love to hear from you.

What You'll Do

• Lead and manage the daily operations of the Customer Service team.
• Ensure customer enquiries, feedback and complaints are handled promptly and professionally.
• Handle escalated and complex customer cases and provide appropriate solutions.
• Support customers on orders, deliveries, returns, exchanges and after-sales matters.
• Coach and guide the team to improve service quality and performance.
• Monitor team workload, response times and customer service standards.
• Work closely with Sales, Warehouse, Logistics and other teams to resolve customer issues.
• Ensure customer service practices comply with company policies, procedures and relevant requirements.
• Ensure customer interactions and service delivery meet company and brand standards.
• Identify recurring issues and improve customer service processes and SOPs.
• Monitor customer feedback, service performance and key trends.
• Prepare regular management reports on customer service performance, issues and improvement actions.
• Support management with customer service initiatives and operational improvements.
• Perform other ad-hoc duties and projects as assigned by Management.

What We're Looking For

• At least 5 years of customer service experience, with team leadership or supervisory experience.
• Strong communication and people management skills.
• Customer-focused with good problem-solving ability.
• Confident in handling complaints and challenging customer situations.
• Responsible, organised and able to manage multiple priorities.
• Hands-on and comfortable working in a fast-paced environment.
• Able to work effectively across different departments.
• Experience with CRM, e-commerce or customer service systems is an advantage.

Competitive salary package based on experience and capabilities.

Ready for your next challenge? Apply now and join our team!