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