Customer Service Manager

To support our growth plans, we seek to recruit a collaborative, dynamic and results-driven individual to join us as Customer Service Manager

Job Objective:

• Responsible for leading the execution across all customer touchpoints to ensure consistent customer experience, effective service delivery, and operational efficiency across B2B and B2C segments
• Oversee multi-channel customer service operations, aligning them with evolving customer needs, brand identity, and business strategies to champion service excellence and drive exceptional customer experience

Core Responsibilities

• Drives strategies to champion service excellence and foster an exceptional customer experience across all channels, including telesales, sales, retail and eCommerce
• Develops strategies and innovative ideas to enhance customer operations and services

• Ensure consistent customer experience across all channels, including customer service, retail, and digital platforms
• Capture customer feedback and escalate trends or issues where needed
• Identify areas of growing customer retention through effective service, follow-ups, and engagement

• Oversee daily operations across customer channels, including Customer Service, Telesales, Retail, e-Commerce and digital platforms (e.g. WhatsApp, Email)
• Ensure service levels, response times, and operational standards are met across all touchpoints
• Drive improvements in service processes and workflows

• Oversee sales execution across customer channels ensuring alignment with overall sales strategies
• Identify sales and upsell opportunities during customer interactions and route them to the relevant teams
• Support loyalty programmes and CRM initiatives to drive repeat business

• Lead, coach, and manage teams across all channels
• Ensure teams are trained and equipped to deliver service standards
• Monitor team performance and ensure accountability

Requirements:

• Diploma or Bachelor’s degree in Business, Operations, Customer Management, or a related discipline
• At least 6 years of relevant experience in customer service, operations, retail, or contact centre environments
• At least 3 years in a leadership role managing multi-channel teams
• Experience managing customer-facing operations across multiple channels (e.g. service, retail, telesales, eCommerce and digital platforms)
• Strong leadership, problem-solving and operational decision-making skills
• Customer-focused mindset with ability to translate business needs into operational execution
• Ability to improve processes and drive operational efficiency

Interested candidates may write-in with detailed resume stating qualifications, working experience, last drawn salary and availability.