Customer Service Manager

The Customer Service Manager will oversee our customer service team in providing quality customer service for our clients, developing ways to streamline the customer service process, and supporting smooth & efficient functioning of daily sales operations.

Main Activities:

• Supervising the daily operations of the customer service team
• Create and maintain customer profiles, and identify the key qualification criteria for the customer service team
• Manage and streamline the lead qualification process
• Conduct customer satisfaction surveys
• Establish a reliable customer loyalty program
• Continually review and standardize protocol on handling customers via message and calls
• Perform regular audit and checks on customer service standards
• Manage the digitalization of customer service workflow and implementation of customer relationship management (CRM) software
• Conduct daily roll call and debrief on work assignments with customer service team
• Establish Key Result Areas and performance review for the team
• Quarter and bi-annual forecast reporting and planning for Management review
• Promote and align processes and objectives with organizational business focus on Digitalization, Internalization, and Sustainability

Qualifications / Experience

• Bachelor’s degree, preferably in business administration
• At least 10 years of experience in customer service, with 5 years of experience in a managerial or supervisory position
• Strong leadership and negotiation skills
• Good written and verbal communication skills
• Knowledge and experience in usingcustomer relationship management (CRM) applications such asMicrosoft Dynamics 365 Sales CRM and Microsoft Dynamics Business Central will be preferred
• Excellent time management and problem-solving skills
• Passion for customer satisfaction
• Patience, compassion, and empathy