Customer Service Manager

To support our growth plans, we seek to recruit a collaborative, dynamic and results-driven individual to join us as Customer Service Manager

Job Objective:  

• Responsible for leading the execution across all customer touchpoints to ensure consistent customer experience, effective service delivery, and operational efficiency across B2B and B2C segments   

• Oversee multi-channel customer service operations, aligning them with evolving customer needs, brand identity, and business strategies to champion service excellence and drive exceptional customer experience 

 Core Responsibilities 

Strategic Management 

• Drives strategies to champion service excellence and foster an exceptional customer experience across all channels, including telesales, sales, retail and eCommerce 

• Develops strategies and innovative ideas to enhance customer operations and services 

 Customer Experience Management 

• Ensure consistent customer experience across all channels, including customer service, retail, and digital platforms   

• Capture customer feedback and escalate trends or issues where needed   

• Identify areas of growing customer retention through effective service, follow-ups, and engagement   

 Operations Management 

• Oversee daily operations across customer channels, including Customer Service, Telesales, Retail, e-Commerce and digital platforms (e.g. WhatsApp, Email)   

• Ensure service levels, response times, and operational standards are met across all touchpoints  

• Drive improvements in service processes and workflows 

 Omnichannel Support 

• Oversee sales execution across customer channels ensuring alignment with overall sales strategies  

• Identify sales and upsell opportunities during customer interactions and route them to the relevant teams   

• Support loyalty programmes and CRM initiatives to drive repeat business   

 People, Stakeholder & Executive Management 

• Lead, coach, and manage teams across all channels

• Ensure teams are trained and equipped to deliver service standards   

• Monitor team performance and ensure accountability   

Requirements:

• Diploma or Bachelor’s degree in Business, Operations, Customer Management, or a related discipline  

• At least 6 years of relevant experience in customer service, operations, retail, or contact centre environments   

• At least 3 years in a leadership role managing multi-channel teams   

• Experience managing customer-facing operations across multiple channels (e.g. service, retail, telesales, eCommerce and digital platforms)   

• Strong leadership, problem-solving and operational decision-making skills   

• Customer-focused mindset with ability to translate business needs into operational execution   

• Ability to improve processes and drive operational efficiency   

Interested candidates may write-in with detailed resume stating qualifications, working experience, last drawn salary and availability.