Customer Service Manager job description

About the job

We are looking for a customer service manager to set service standards across every channel, from branches to phone and social media, lead the service team and turn customer complaints into improvements that stop them recurring.

Duties and responsibilities

• Set customer service policies and standards for branches, phone and digital channels
• Lead the customer service teams and their supervisors and evaluate their performance
• Run the complaints and escalation process and see sensitive cases through to closure
• Measure customer satisfaction through surveys and indicators and analyse the results
• Analyse recurring complaints and work with other departments to fix their root causes
• Write work procedures and response guides and train staff on them
• Make sure customer data is protected and kept confidential in every channel
• Report regularly to senior management on service levels and improvement plans

Working conditions

• Regular visits to branches in different cities

Requirements

• Bachelor's degree in business administration, marketing or a related field
• At least 6 years of experience in customer service management, including at least 2 years leading a team

The years of experience follow the level you choose when posting.

Skills

• Customer service management
• Complaints management
• Customer experience
• Customer satisfaction measurement
• Performance indicators
• Process improvement
• Leadership
• Coaching

Preferred

• A professional certificate in customer experience or quality management
• Experience in banking, telecoms or retail
• Good English