Remote / Work From Home - Customer Service Manager

Overview

Remote / Work From Home - Customer Service Manager

About the Role : We are seeking an experienced and driven Customer Service Manager to lead our customer service operations. This role will oversee the performance and development of the customer service team, ensure service excellence across all channels, and implement strategies to enhance customer satisfaction and retention.

Key Responsibilities

• Lead, coach, and manage the customer service team to achieve KPIs and service targets.
• Develop and implement customer service policies, standards, and procedures.
• Monitor daily operations to ensure timely, accurate, and professional handling of customer inquiries, complaints, and escalations.
• Analyse customer feedback and service metrics to identify trends, issues, and opportunities for improvement.
• Collaborate with internal departments (e.g., Sales, Marketing, Operations, Product) to address service issues and improve the customer experience.
• Prepare regular performance reports for management review.
• Plan and deliver training programs to enhance team skills and product knowledge.
• Stay updated on industry best practices and customer service technologies to continuously improve processes.

Requirements

Preferred Attributes

What We Offer

Application questions

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