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 using customer relationship management (CRM) applications such as Microsoft 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
