Customer Service Manager

Key Responsibilities Oversee the daily operations of the customer service department to ensure efficient service delivery. Develop and implement customer service policies, procedures, and standards. Lead, supervise, train, and evaluate customer service staff to achieve departmental objectives. Handle escalated customer enquiries, complaints, and service issues in a professional and timely manner. Monitor customer service performance and implement improvement initiatives to enhance customer satisfaction. Coordinate with internal departments to resolve customer-related issues effectively. Ensure compliance with company policies, procedures, and service standards. Manage staffing schedules and allocate resources to support operational requirements. Identify opportunities to improve operational efficiency and customer experience. Perform any other duties assigned by senior management. Requirements Minimum 3–5 years of relevant customer service experience, including at least 2 years in a supervisory or managerial role. Strong leadership, communication, and interpersonal skills. Excellent problem-solving and conflict resolution abilities. Proficient in Microsoft Office applications and customer relationship management (CRM) systems. Ability to work in a fast-paced environment and manage multiple priorities. Strong organisational and analytical skills with a customer-focused mindset.