· Supervising day-to-day operations in the customer service department and overseeing the customer service teams

· Creating or improving effective customer service procedures, policies, and standards.

· Responding to customer service issues in a timely manner

· Delivering a comprehensive service to enquiring customers

· Managing a large number of incoming calls and emails

· Keep record of customer interaction and details of actions taken

· Maintain accurate records and documenting all customer service activities and discussions

· Assessing service statistics, preparing detailed reports on your findings and present them to supervisor on a regular basis

· Training and managing Customer Service Assistants and Representatives

· Managing the approved budget of the customer service department.

· Possibly delegating certain customer enquiries to specific teams

· Developing customer satisfaction goals and coordinating with the team to meet them

· Staying updated on developments in the customer services field

· Any other ad hoc assigned as and when necessary

· Bachelor’s degree in business administration or relevant field.

· A minimum of 5 years of proven experience in a customer service manager position.

· Proficiency in Microsoft Office.

· Proficiency in English.

· Outstanding written and verbal communication skills.

· Good understanding of management practices and techniques.

· Excellent leadership and interpersonal skills.

· Able to manage multiple assignments simultaneously