Manager

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