The Customer Service Manager is responsible for leading and promoting a positive culture of improved customer experience by handling client queries, resolving complaints, and providing feedback to promote the brand and business

Key Responsibilities

Functional Service

• Develop and implement strategies to improve customer satisfaction and loyalty.
• Maintain a high standard of customer service, ensuring all customer needs are met efficiently.
• Handle customer complaints professionally, escalating issues to senior management when necessary.
• Conduct market research to identify new trends in customer preferences and behaviour.

Internal Relations and Supervisory Responsibilities

• Identify areas for staff training to address frequent complaints and improve products or services.
• Train, coach, and develop customer service staff to provide excellent service.
• Collaborate with other departments to process customer requests promptly.
• Support the development of training programs to enhance team members’ customer service skills.

Management Advisory:

• Analyze data to identify customer preferences, satisfaction levels, and product or service complaints.
• Attend trade shows and conferences to network with potential and existing customers.

Requirements

• Diploma or BA degree in business, communications, or related field.
• 2 years of customer service experience in a management role.
• Good interpersonal skills, communication, and negotiation abilities.
• Integrity, dependability, and confidentiality.
• Computer proficiency and presentation skills.
• Planning and organization skills.
• Ability to work under pressure.