Key Responsibilities
- Lead, coach, and manage the customer service team to deliver excellent support across all touchpoints (phone, email, chat, etc.)
- Develop and implement customer service policies, standards, and procedures to enhance customer satisfaction
- Monitor and analyze key performance metrics (e.g. response times, resolution rates)
- Handle complex customer inquiries or complaints with professionalism and empathy
- Collaborate cross-functionally with operations, sales, and marketing to improve the overall customer experience
- Train staff regularly on product knowledge, systems, and customer service techniques
- Report regularly to senior management on team performance and customer feedback
Requirements
- Diploma/Degree in Business, Communications, or related field
- Minimum 3 years of experience in customer service, with at least 2 years in a supervisory or managerial role
- Excellent communication, interpersonal, and problem-solving skills
- Strong leadership abilities with a passion for team development
- Proficient in using customer service software
- Customer-oriented mindset with a positive, solution-focused attitude
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