CUSTOMER SERVICE MANAGER (THREE STAR)

A Customer Service Manager is responsible for managing the customer service team, maintaining service standards, resolving customer issues, and improving overall customer satisfaction.

Customer Service Manager – Job Roles & Responsibilities

• Lead, supervise, and motivate the customer service team to provide professional and efficient service.
• Handle customer enquiries, feedback, complaints, and escalated cases promptly and professionally.
• Develop and implement customer service procedures, policies, and service standards.
• Monitor staff performance and ensure customer enquiries and complaints are resolved within required timelines.
• Train and coach customer service staff to improve communication, product knowledge, and problem-solving skills.
• Maintain good relationships with customers and understand their requirements and expectations.
• Coordinate with sales, operations, logistics, and other departments to resolve customer-related matters.
• Monitor customer satisfaction and identify areas for service improvement.
• Prepare customer service reports, including complaints, response times, recurring issues, and service performance.
• Manage customer records and ensure information is accurately maintained in the company’s system.
• Assist with difficult or sensitive customer situations and recommend appropriate solutions.
• Ensure the department complies with company policies and applicable procedures.
• Participate in management meetings and provide recommendations for improving customer experience.
• Plan manpower schedules and allocate duties to ensure adequate customer service coverage.
• Perform other customer service and administrative duties assigned by management.