The Customer Service Manager will lead the customer service team, oversee daily operations, ensure prompt responses to client inquiries, resolve escalations, and drive improvements in service quality. The role requires strong leadership, excellent communication skills, and experience managing customer operations within a technical or service-oriented environment.
Lead and supervise the customer service team to ensure timely responses to inquiries and service requests.
Monitor team performance and service KPIs, including response time, resolution rate, and customer satisfaction.
Handle complex customer escalations and ensure prompt, satisfactory resolutions.
Coordinate service appointments with technicians and operations teams.
Maintain accurate customer data, service logs, and job tracking within CRM systems.
Develop and implement SOPs for customer interactions and complaint resolution.
Conduct service reviews and recommend communication and efficiency improvements.
Collaborate with technical, operations, and finance teams to ensure smooth service delivery.
Analyze feedback to identify opportunities for service improvement.
Train, coach, and mentor customer service staff to maintain high professionalism.
Support customer retention initiatives, preventive maintenance plans, and upselling activities.
Bachelor’s degree in Business Administration, Communications, or related field.
Minimum of five years customer service or account management experience, with at least two years in a managerial or supervisory role.
Strong leadership and team management capabilities.
Excellent communication and interpersonal skills.
Proficiency with CRM systems and Microsoft Office Suite.
Highly organized, detail-oriented, and customer-centric.
Ability to multitask, prioritize, and remain composed under pressure.
Flexibility to work beyond standard hours as needed.
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Complete your application on the company's website