Job Description

Job Overview

We are seeking a dedicated and experienced Customer Service Manager to lead our customer service team. This role is pivotal in ensuring our customers receive exceptional service, fostering loyalty, and driving continuous improvement in our service delivery.

Duties

Team Leadership & Development:

Recruit, train, and manage a team of customer service representatives. Provide ongoing coaching and performance evaluations to ensure high standards of service and customer satisfactio.

Customer Interaction Management:

Oversee and resolve escalated customer inquiries and complaints, ensuring timely and effective solutions.

Process Improvement:

Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.

Performance Monitoring:

Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Prepare regular reports for senior management.

Cross-Department Collaboration:

Work closely with other departments to address customer issues and improve overall customer experience.

Budget Management:

Oversee the customer service department's budget, ensuring efficient allocation of resources.

Qualifications:

Proven experience as a Customer Service Manager or in a similar customer-facing Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in customer service software and CRM systems. Ability to analyze data and make informed decisions. Bachelor's degree in Business Administration or a related field is preferred.

Working Conditions:

Office-based role with occasional travel required. Full-time position with standard working hours. Competitive salary and benefits package.
Job Types: Full-time, Permanent

Pay: 28,509.00-55,893.00 per year

Additional pay:

Bonus scheme Performance bonus Quarterly bonus
Benefits:

Company car Company events Company pension Employee discount Free parking On-site parking
Schedule:

10 hour shift 12 hour shift 8 hour shift Day shift Monday to Friday Weekend availability
Education:

Diploma of Higher Education (preferred)
Experience:

Customer service manager : 3 years (required)
Work Location: In person

Reference ID: Customer Service Manager