Customer Service Manager (JobHai)

Job Description

Customer Service Manager (JobHai) Role Overview: Will be responsible for taking care of the customer service department (voice/non-voice), ensuring high customer service level. This role involves developing customer service policies & processes, managing a team, sharing client feedback with relevant stakeholders and improving service levels to enhance customer experience. Key Responsibilities: Team Management • Hire, train and supervise customer service executives • Develop and implement strategies to improve team productivity Customer Service Operations • Develop and implement customer service policies and procedures; set up or improve helpdesk systems and FAQs • Design workflows, escalation protocols, and service standards; establish feedback collection systems (surveys, NPS, CSAT) • Handle complex customer service issues and escalations, ensuring prompt and satisfactory resolution • Analyze customer feedback and complaints to identify areas for improvement and deliver insights to executives • Monitor public customer sentiment (e.g., reviews, social media) and manage responses Process Improvement • Identify and implement process improvements to enhance service quality and efficiency • Work with other departments to streamline customer service operations • Anticipate volume spikes and proactively build capacity plans Reporting and Data analysis • Prepare and share daily, weekly, monthly reports on customer service performance • Analyze service data to identify trends and make data-driven decisions Experience: Minimum 6-7 years of experience in customer service, with at least 2-3 years in a lead role. Skills: • Strong leadership and team management skills • Excellent communication skills • Strong problem-solving skills • Customer-focused attitude • Conflict Management • Presentation and Reporting • Automation/AI in support (e.g., chatbots) • Adaptability and Resilience