Customer Service Manager

Key Responsibilities

• Lead and manage the customer service team to ensure timely and professional handling of customer enquiries, feedback, complaints and service-related matters.
• Build and maintain strong relationships with customers and ensure a high level of customer satisfaction.
• Monitor customer service performance and ensure service standards, response times and follow-up actions are met.
• Handle escalated customer complaints and work closely with internal departments to resolve issues effectively.
• Review recurring customer concerns and recommend improvements to service processes and customer experience.
• Develop, implement and maintain customer service procedures, guidelines and service standards.
• Prepare and analyse customer service reports, trends, complaints and service performance data.
• Ensure customer records, correspondence and service documentation are properly maintained and updated.
• Coordinate with Operations, Finance, HR and other departments on customer-related matters where required.
• Support billing, invoicing, payment follow-up and other finance-related coordination with customers where applicable.
• Conduct regular team briefings, coaching and performance reviews for customer service staff.
• Identify training needs and provide guidance to improve the team’s communication, service quality and problem-solving skills.
• Assist management with customer engagement initiatives and service improvement projects.
• Perform other duties and ad-hoc assignments as required by management.

Job Requirements

• Degree in Business Administration, Customer Service, Management or a related field.
• Relevant experience in customer service, preferably with supervisory or managerial responsibilities.
• Strong communication, interpersonal and problem-solving skills.
• Able to handle customer complaints and difficult situations professionally.
• Good leadership and team management skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proficient in Microsoft Office and familiar with customer service systems, databases or CRM platforms.
• Able to prepare reports, analyse service data and recommend improvements.
• Able to work independently and collaborate effectively with different departments.