Customer Service Manager

Role & responsibilities

• Manage and oversee daily customer service operations.
• Lead, train, and mentor the customer support team.
• Handle customer escalations and ensure timely resolution.
• Coordinate with design, sales, and project teams to ensure smooth project delivery.
• Monitor service metrics (response time, resolution time, CSAT).
• Develop and implement customer service policies and procedures.
• Collect and analyze customer feedback to improve service quality.
• Ensure consistent and professional communication with clients.
• Prepare service performance reports for management review.

Preferred candidate profile

• Bachelors degree
• Minimum 2.5 years of experience in customer service management
• Excellent communication and problem-solving abilities.
• Experience handling customer escalations and conflict resolution.
• Proficiency in CRM tools and MS Office.