Job Position: Customer Service Manager

Job Summary:

We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team and drive exceptional customer experiences. The ideal candidate will have a proven track record in customer service leadership, strong problem-solving skills, and the ability to implement strategies that enhance customer satisfaction, loyalty, and operational efficiency.

Duties and Responsibilities

• Build and maintain strong, long-term relationships with customers, ensuring a deep understanding of their needs, expectations, and business goals;
• Lead the customer service team in delivering exceptional support across all touch points, promoting a culture of responsiveness, empathy, and accountability;
• Ensure high levels of customer satisfaction by resolving issues promptly, monitoring feedback, and continuously improving service delivery standards;
• Drive customer retention and account growth through strategic account management, regular engagement, and proactive problem-solving;
• Analyze customer data and service metrics to identify trends, risks, and opportunities, and translate insights into actionable strategies;
• Collaborate with internal teams (sales, and operations) to align service delivery with customer expectations and company goals;
• Develop and implement customer service policies, standards, and best practices that support efficiency, consistency, and a seamless customer experience;
• Train, mentor, and supervise customer service staff, fostering continuous learning and performance excellence;
• Manage escalations and complex cases, ensuring timely and satisfactory resolution while preserving strong client relationships;
• Prepare and present regular reports on customer service performance, retention metrics, and customer satisfaction trends to senior management.

Academic qualification 

• BA Degree in Business Management, Management, and other business-related fields.

 Skills &Abilities 

• Strong leadership, team management, and interpersonal skills;
• Excellent communication skills, both written and verbal;
• Proven ability to analyze data, generate insights, and develop strategic action plans;
• Experience using CRM and customer service software tools;
• Customer-focused mindset with a passion for service excellence;
• Ability to handle pressure, manage conflicts, and adapt in a fast-paced environment.

Years of experience: Minimum of 6+ years of experience in a comparable position.

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