Customer Service Manager

• Lead and continuously improve customer service operations
• Run the department efficiently and profitably
• Prior experience in customer service required

On behalf of our client, we are seeking an experienced Customer Service Manager to lead and continuously improve customer service operations. This role is responsible for delivering an excellent customer experience while promoting a customer-first mindset across the organisation.

The objective is to run the department efficiently and profitably, increase customer satisfaction, loyalty, and retention, and consistently meet customer expectations.

The ideal candidate will have prior experience in customer service and proven team management capabilities.

Key Responsibilities:

• Enhance the overall customer service experience by building engaged customers and supporting sustainable growth
• Take ownership of customer issues and ensure timely resolution from start to finish
• Define a clear service mission and implement strategies aligned with that mission
• Develop, implement, and maintain customer service procedures, policies, and service standards
• Maintain accurate records and documentation of customer interactions and service actions
• Develop and scale chat support channels to drive revenue growth
• Design effective chat workflows and staffing strategies to support commercial objectives
• Review chat transcripts to provide coaching on sales techniques and customer interactions
• Analyse performance metrics and prepare accurate reports
• Recruit, mentor, and develop customer service agents, fostering a positive and high-performing team environment
• Stay up to date with industry developments and apply best practices to improve service delivery
• Manage resources efficiently to meet qualitative and quantitative targets
• Ensure an organised and prioritised workflow across the team

Requirements:

• Proven experience in a Customer Service Manager or similar leadership role
• Background in online or digital businesses preferred
• Hands-on experience delivering customer service support
• Strong knowledge of customer service management methods and best practices
• Fluency in English is essential
• Working knowledge of customer service software, databases, and tools
• Awareness of current industry technologies and trends
• Strategic mindset with strong leadership capabilities
• Excellent communication and client-facing skills
• Strong problem-solving, troubleshooting, and multitasking abilities
• Customer-focused attitude
• Bachelor’s degree in Business Administration or a related field