Customer Service Manager
CUSTOMER SERVICE DEPARTMENT
Job Description
• Lead and manage a customer service team for high performance and engagement.
• Oversee operations, handle inquiries, complaints, and resolve issues promptly.
• Identify process improvements to enhance efficiency and satisfaction.
• Act as an escalation point for complex issues and track KPIs (response times, CSAT, etc.).
• Provide training focused on communication and empathy.
• Generate reports and collaborate with departments to resolve concerns.
• Ensure compliance with customer service policies and regulations.
• Perform other tasks as assigned.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.
- Strong leadership skills with a focus on team building, motivation, and performance management.
- Exceptional communication and interpersonal skills