Customer Service Manager

Key Responsibilities - Oversee the daily operations of the customer service department to ensure efficient service delivery. - Develop and implement customer service policies, procedures, and standards. - Lead, supervise, train, and evaluate customer service staff to achieve departmental objectives. - Handle escalated customer enquiries, complaints, and service issues in a professional and timely manner. - Monitor customer service performance and implement improvement initiatives to enhance customer satisfaction. - Coordinate with internal departments to resolve customer-related issues effectively. - Ensure compliance with company policies, procedures, and service standards. - Manage staffing schedules and allocate resources to support operational requirements. - Identify opportunities to improve operational efficiency and customer experience. - Perform any other duties assigned by senior management. Requirements - Minimum 3–5 years of relevant customer service experience, including at least 2 years in a supervisory or managerial role. - Strong leadership, communication, and interpersonal skills. - Excellent problem-solving and conflict resolution abilities. - Proficient in Microsoft Office applications and customer relationship management (CRM) systems. - Ability to work in a fast-paced environment and manage multiple priorities. - Strong organisational and analytical skills with a customer-focused mindset.