Customer Service Manager

Job Responsibilities: Leadership of Customer Service Team - Lead, coach and mentor the customer service team to deliver exceptional service standards. - Oversee team members' capability in managing sales leads effectively. - Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures. - Oversee daily operations of the customer service department, ensuring prompt resolution of customer inquiries, service issues, complaints, and escalations. - Maintain an organized and efficient filing and database system for customer records and service documentation. - Lead digital transformation efforts related to new systems or software. - Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building. Achievement of Management Objectives - Prepare and generate monthly performance and operational reports. - Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary. - Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance. - Analyze customer feedback, service trends, and complaint data to identify root causes and lead service improvement initiatives. - Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer-first culture. - Provide insights into customer trends, operational challenges, and improvement opportunities. Collaboration with Business Development Team - Collaborate cross-functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements. - Provide support in data analysis and insights related to customer satisfaction and sales performance. - Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information. Cross-Departmental Coordination - Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction. - Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations. Requirements: - Minimum Bachelor’s Degree in Business Administration, Management Studies, or a related field. - At least 2 years of Customer service experience.