Customer Service Manager – Operations & Team Leadership | 5 days [0580]

Requirements

Bachelor’s Degree in Business Administration, Management Studies, or a related field.

At least 2 years in Customer Service Supervisory role.

Responsibilities

Leadership of Customer Service Team

• Lead, coach and mentor the customer service team to deliver exceptional service standards.
• Oversee team members' capability in managing sales leads effectively.
• Ensure proficiency in generating proposals, service engagement forms or eSEF, and invoicing procedures.
• Oversee daily operations of the customer service department, ensuring prompt

resolution of customer inquiries, service issues, complaints, and escalations.

• Maintain an organized and efficient filing and database system for customer records and service documentation.
• Lead digital transformation efforts related to new systems or software.
• Manage major client accounts, including contract adherence, service reviews, annual survey and relationship building.

Achievement of Management Objectives

• Prepare and generate monthly performance and operational reports.
• Monitor adherence to standard operating procedures (SOPs) and recommend updates or improvements when necessary.
• Establish and monitor KPIs and service standards to drive customer satisfaction, retention, and operational performance
• Analyze customer feedback, service trends, and complaint data to identify causes and lead service improvement initiatives.
• Implement customer service department manual, procedures, and training programs that promote consistency, efficiency, and a customer‑first culture.
• Provide insights into customer trends, operational challenges, and improvement opportunities.

Collaboration with Business Development Team

• Collaborate cross‑functionally with Business Development team to ensure service delivery aligns with customer expectations and regulatory requirements.
• Provide support in data analysis and insights related to customer satisfaction and sales performance.
• Consolidate and present monthly reports for key stakeholders, ensuring accurate and actionable information.

Cross‑Departmental Coordination

• Liaise with key departments (Logistics, Operations, etc.) to resolve any issues that may impact customer satisfaction.
• Ensure smooth communication and effective collaboration between departments to meet customer needs and expectations.

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