Manager, Customer Service

Summary:

The Customer Service Manager is responsible for overseeing and leading the customer service team,
including overseas CS Teams, to ensure exceptional customer experiences. This role involves managing
day-to-day operations, addressing customer inquiries and concerns, and fostering a positive and
productive work environment within the team.
The Customer Service Manager plays a critical role in enhancing the overall customer experience and
ensuring the success of the organization through customer satisfaction and loyalty.

Key Responsibilities:

Team Leadership:

1. Supervise and guide a team of customer service representatives, ensuring they adhere to established policies and procedures.
2. Provide leadership, motivation, and support to the team to enhance performance and productivity.
3. Conduct regular training sessions to keep the team updated on product knowledge and customer service best practices.

Customer Interaction:

1. Handle escalated customer inquiries, complaints, and feedback to ensure swift and satisfactory resolution.
2. Develop and implement strategies to improve overall customer satisfaction and loyalty.
3. Monitor customer interactions to identify trends, issues, and areas for improvement.

Process Improvement:

1. Analyse existing customer service processes and identify opportunities for improvement.
2. Implement changes to streamline workflows, reduce response times, and enhance overall efficiency.
3. Collaborate with other departments to ensure a seamless and customer-centric experience across all touch points.

Performance Metrics:

1. Establish and monitor key performance indicators (KPIs) for the customer service team.
2. Regularly assess team performance against set metrics and implement corrective measures as needed.
3. Prepare and present performance reports to senior management.

Communication:

1. Maintain open and effective communication channels within the customer service team and across departments.
2. Collaborate with Operations, Supply Chain, Marketing, Sales, and Product development teams to stay informed about Operations matters, product & promotions updates and company events/activities updates.

Customer Feedback Analysis:

1. Utilize customer feedback and surveys to identify areas for improvement and implement strategies to address concerns.
2. Work closely with the Quality Assurance team to ensure service standards are consistently met.

Budget Management:

1. Assist in budget planning for the customer service department, including resource allocation and technology investments.
2. Optimize spending to achieve cost-effectiveness while maintaining service quality.