Customer Service Manager

Responsibilities

• Supervise and manage the day-to-day operations of the customer service team, ensuring efficient handling of inquiries via phone, email, chat and walk-in in a polite and professional manner.
• Follow through on all open cases, ensuring timely resolution and regular updates to customers on progress by adhering to stipulated timelines and relevant guidelines.
• Prepare and present reports on key service indicators and team member performance.
• Ensure feedback provided to the team members on their performance is accurate, complete and timely.
• Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
• Oversee the timely and effective resolution of complaints from all sources, adhering to stipulated timelines and relevant guidelines.
• Prompt and accurate in completing all related administrative activities, in accordance with relevant service and regulatory standards.
• Supports Management in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.

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