Customer Service Manager

Key Responsibilities

1.Manage and motivate a team of customer service to achieve service excellence and maintain a high level of customer satisfaction.

2.Contribute to the implementation of strategies to enhance customer service operations, streamline workflows, improve response times, identify recurring issues, and drive process improvements.

3.Handle escalated customer concerns and ensure appropriate resolution, maintaining a high level of professionalism and empathy.

4.Monitor key customer service metrics to track performance and identify areas for improvement. Implement approved strategies to continuously improve the overall customer experience, including identifying pain points and recommending actionable solutions.

Qualifications

1.Bachelor's Degree preferred.

2.Minimum 8 years of working experience in the related field is required for this position.

3.Excellent leadership, interpersonal, and communication skills.

4.Ability to handle complex customer inquiries and manage escalations with empathy and professionalism.

5.Strong problem-solving and conflict resolution skills.

6.Data-driven mindset with the ability to analyze customer service metrics and translate them into actionable insights.

7.Excellent communication skills in English (verbal and written).