Customer Service Manager

Job Summary: We are seeking an experienced, dynamic, and results-driven Customer Service Manager to lead and inspire our customer service team. In this role, you will be responsible for overseeing day-to-day operations of the customer service department, ensuring the delivery of exceptional service standards, and developing strategies to improve customer satisfaction and team performance. The ideal candidate is a strong leader with a proven track record in managing customer-facing teams and driving continuous improvement. Key Responsibilities: Team Leadership: Supervise, mentor, and motivate a team of Customer Service Representatives to achieve individual and departmental performance targets. Performance Management: Monitor team KPIs including call resolution rates, customer satisfaction scores (CSAT/NPS), and average handling time; conduct regular performance reviews and coaching sessions. Operations Oversight: Oversee daily operations of the customer service department, ensuring adequate staffing, scheduling, and adherence to service level agreements (SLAs). Escalation Handling: Serve as the point of escalation for complex or high-priority customer complaints, ensuring swift and professional resolution. Training & Development: Identify skills gaps and coordinate training programmes for new and existing team members to maintain high service standards. Process Improvement: Continuously evaluate customer service workflows, identify inefficiencies, and implement process improvements to enhance team productivity and customer experience. Reporting & Analysis: Prepare and present regular reports on team performance, customer feedback trends, and departmental metrics to senior management. Cross-functional Collaboration: Work closely with sales, operations, and product teams to communicate customer insights and align service delivery with business objectives. Policy Development: Develop and enforce customer service policies, procedures, and quality standards to ensure consistency across all interactions. Customer Retention: Drive initiatives that improve customer loyalty, reduce churn, and increase satisfaction across all service channels. Qualifications and Skills: Education: Bachelor's Degree in Business Administration, Communications, or a related field; a relevant Master's degree is an added advantage. Experience: Minimum of 3–5 years of experience in customer service, with at least 2 years in a supervisory or managerial role. Leadership: Proven ability to lead, manage, and develop high-performing teams in a fast-paced environment. Communication: Excellent verbal and written communication skills with the ability to interact professionally at all levels of the organization. Analytical Thinking: Strong data analysis and reporting skills; ability to interpret performance metrics and translate them into actionable strategies. Tech Savvy: Proficiency in CRM systems, call centre software, and Microsoft Office Suite (Word, Excel, PowerPoint). Problem-Solvi