About the position
We are seeking a dedicated and customer-focused Customer Services Manager to lead and enhance our customer service function. In this role, you will manage a dynamic team, ensure exceptional customer experiences, handle escalations, and drive continuous improvement in service standards across the organization.
Key Responsibilities
- Lead and manage the customer services team to deliver high-quality service.
- Develop and implement customer service policies, procedures, and standards.
- Oversee customer interactions across phone, email, and online channels.
- Handle escalated complaints and ensure timely, effective resolution.
- Monitor customer satisfaction, service levels, and performance metrics.
- Implement customer experience (CX) improvement initiatives.
- Collaborate with operations, sales, and management to align service delivery.
- Maintain accurate customer records through CRM systems.
- Analyze customer feedback and trends to drive service improvements.
Required Skills & Qualifications
- Bachelor's degree in Business, Customer Experience, or related field (advantageous).
- Proven experience as a Customer Services Manager or similar role.
- Strong leadership and people management skills.
- Excellent communication, conflict resolution, and interpersonal abilities.
- Expertise in customer experience and service quality management.
Technical & Operational Skills
- Proficiency with CRM and customer service platforms.
- Ability to measure customer satisfaction and analyze performance metrics.
- Competent in MS Office or Google Workspace.
Nice to Have
- Experience in a service-based or regulated industry.
- Knowledge of customer journey mapping and CX best practices.
- Exposure to quality assurance or service audits.
Personal Attributes
- Highly customer-centric and empathetic.
- Calm, professional, and solutions-driven.
- Strong attention to detail and proactive in identifying improvements.
Why Join Us?
- Opportunity to lead a high-performing team in a dynamic environment.
- Make a real impact on customer experience and service excellence.
- Competitive salary and benefits.
Apply now and become a part of a team committed to delivering exceptional customer service!
Desired Skills:
- Client Services
- escalations
- CRM
Desired Work Experience:
- 2 to 5 years Safety & Security
- 5 to 10 years Client / Customer Support
Desired Qualification Level:
About The Employer:
Our client, a leading service-oriented company
