Customer Service Manager

The Customer Service Manager is responsible for leading and managing the Customer Service Department to ensure the delivery of excellent customer service, effective complaint resolution, and continuous improvement of customer experience. The role oversees departmental operations, stakeholder engagement, customer retention initiatives, and customer-focused programs and events while ensuring alignment with the company's business objectives and service standards. Lead, manage, and oversee the daily operations of the Customer Service Department.

Develop, implement, and continuously improve customer service policies, procedures, and service standards. Ensure customer inquiries, requests, complaints, and feedback are handled professionally, effectively, and within established service levels. Monitor customer satisfaction levels and implement initiatives to enhance customer experience and service quality.

Establish, monitor, and achieve departmental service targets and operational objectives. Analyze customer feedback, service performance data, and operational trends to identify areas for improvement. Oversee customer engagement, community relations, promotional activities, and events conducted within the area to ensure successful implementation and alignment with company objectives.

Manage and develop Customer Service team members to enhance performance, productivity, and professional growth. Ensure proper documentation, record keeping, and reporting of customer interactions, complaints, service requests, and departmental activities. Prepare periodic reports on customer service performance, customer satisfaction, stakeholder engagement, and departmental achievements for management review.

Ensure compliance with company policies, procedures, service standards, and applicable regulations. Perform any other duties and responsibilities assigned by management from time to time. Bachelor's degree in Management, Communications, Hospitality, Public Relations, or a related field.