Customer Service Manager – Lead Team & Drive Excellence

About the role

The Customer Service Manager will oversee daily operations of the customer service department, ensuring high‑quality support and a seamless experience for clients. This role involves developing policies, handling escalated issues, and collaborating across departments to continuously improve service standards.

Key responsibilities

• Oversee and manage daily Customer Service operations.
• Develop and implement customer service policies and procedures.
• Lead, mentor, and monitor the performance of the Customer Service team.
• Handle escalated customer complaints and service‑related issues.
• Analyze customer feedback and identify areas for service improvement.
• Collaborate with relevant departments to ensure a seamless customer experience.
• Prepare and present customer service performance reports and key metrics.
• Ensure compliance with company policies and applicable requirements.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 5 years of experience in Customer Service Management.
• Strong leadership and team‑management abilities.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and analytical capabilities.
• Ability to handle complaints, conflicts, and high‑pressure situations effectively.

Required skills

• Proficiency with customer service software and systems.
• Advanced knowledge of Microsoft Office applications.