Customer service manager

Job Summary

Lead and supervise customer service teams across multiple channels to deliver exceptional support. Manage escalated complaints, set service standards, monitor performance metrics, and collaborate cross-functionally to resolve issues and enhance customer satisfaction.

• Lead and supervise customer service teams across call centers, chat, email, and in-person support to ensure consistent service delivery
• Resolve complex or escalated customer complaints to maintain high customer satisfaction
• Develop and implement service policies, procedures, and quality standards to improve customer experience
• Monitor and analyze performance metrics such as response time, satisfaction scores, and resolution rates to drive continuous improvement
• Train and coach staff to enhance communication, problem-solving, and decision-making skills for effective customer interactions
• Coordinate with sales, logistics, and product teams to identify and resolve recurring customer issues

• Strong communication and interpersonal skills demonstrated through effective team leadership and customer engagement
• Problem-solving and decision-making abilities applied to resolve customer issues and improve service processes
• Leadership and team management skills to motivate and develop customer service staff
• Patience and emotional intelligence to handle sensitive customer interactions professionally
• Data analysis skills to interpret performance metrics and recommend process improvements