Customer Service Manager

Building High-performance Teams I Talent Acquisition

Job Summary:

We are seeking a highly experienced Customer Service Manager with a strong background in e-commerce or BPO industries. The ideal candidate will have 5+ years of managerial experience, excellent English communication skills (C1 level or higher), and expertise in customer satisfaction (CSAT), quality monitoring, and profit & loss (P&L) management. The role involves leading customer service operations, ensuring high service quality, and coordinating with global teams.

Key Responsibilities:

• Customer Service & Quality Management:
• Oversee customer service operations to ensure exceptional service delivery.
• Monitor and improve CSAT (Customer Satisfaction) scores through quality assurance programs.
• Implement quality monitoring processes to assess and enhance service performance.
• Financial & Performance Management:
• Analyze and manage profit & loss (P&L) to optimize operational costs and revenue.
• Develop and track key performance indicators (KPIs) related to customer support efficiency.
• Lead, mentor, and coach a team of customer service representatives or supervisors.
• Conduct training programs to enhance customer service skills and performance.
• Foster a culture of continuous improvement and high employee engagement.
• Global Coordination & Communication:
• Act as a key liaison between regional and global teams to ensure alignment in service strategy.
• Communicate effectively with cross-functional teams to implement customer service policies.
• Report insights, trends, and recommendations to senior leadership.
• Utilize Microsoft Word, Excel, and PowerPoint for data analysis, reporting, and presentations.
• Leverage CRM and customer service tools to monitor service quality and performance.

Key Requirements:

• English proficiency: Fluent (minimum C1 level – certification required).
• Experience: 5+ years of managerial experience in e-commerce or BPO industries.
• Strong knowledge of CSAT, quality monitoring, and customer satisfaction management.
• Mandatory: Experience in profit & loss (P&L) calculations and financial analysis.
• Technical Skills: Proficiency in Microsoft Word, Excel, and PowerPoint for reporting and presentations.
• Education: Minimum Diploma or Bachelor’s Degree from any field.