Customer Service Manager

Full Job Description

• Responsible for overseeing the operations of the customer service department and call centre to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedure.
• Manage a team of customer service representatives and call centre agents.
• Monitor customer interactions to ensure quality standards are met
• Handle escalated customer complaints and issues
• Analyze data and trends to improve customer service strategies
• Collaborate with other departments to enhance the overall customer experience
• Conduct staff training and performance evaluations.

Desired Candidate Profile

Skills
Bachelor's degree in Business Administration or related field
Proven experience in a customer service management role
Strong leadership and communication skills
Knowledge of customer service / call center technologies and best practices
Ability to analyze data and make strategic decisions
Excellent problem-solving skills
Ability to work under pressure and handle difficult situations

Company Industry

• Consulting
• Management Consulting
• Advisory Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Customer Service Manager

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