Customer Service Manager

Introduction

We seek to appoint a dynamic and energetic individual to assume responsibility of a Customer Service Manager.

Purpose of the Role: This role involves leading a customer-focused Customer Service team to deliver excellent service in a Call Centre environment, with a strong emphasis on key metrics such as CSAT/NPS, First Contact Resolution, and resolution times. The individual will coach and develop Customer Service Representatives to drive quality, productivity, and engagement, while owning operational excellence, incident management, and continuous improvement across client journeys. This role is also responsible for using data insights in making improvements. Duties & Responsibilities

• Lead, coach, and develop Customer Service Representative through weekly one-on-ones, performance reviews, and development plans.
• Set clear goals and standards; recognise top performance; manage underperformance with structured performance improvement plans.
• Ensure HR compliance such as leave and attendance.
• Foster an inclusive, high-trust, and high-accountability culture centered on customer empathy and ownership.

• Ensure quality works that supports operational efficiencies.
• Set and manage channel standards for FCR, SLAs, backlog, recontact rate, complaint rate, and social response and resolution.
• Ensure that Customer Service Representatives conduct regular monitoring across calls, chats, and emails, and provide feedback, coaching, and reporting.

• Run a continuous improvement pipeline by identifying key drivers of contact, defect leakage, and customer effort, and prioritising solutions.
• Translate insights into product and process improvements and track measurable impact such as contact reduction and CSAT improvement.
• Standardise SOPs across teams to ensure clarity and consistency in execution.

• Partner with internal and external stakeholders to ensure continuous improvement.
• Represent Customer Service in business reviews, align on priorities, and advocate for customer-focused decisions.

• Define metrics and dashboards; ensure accurate and timely reporting by Team Leaders with clear action plans.

• Ensure adherence to company policies, data privacy regulations, and audit requirements.

• Communicate priorities, updates, and performance outcomes clearly, maintaining documentation and change logs.

Desired Experience & Qualification

• Diploma or Advanced Certificate.
• 3 to 5 years’ experience as a manager in a customer service environment.
• Experience in the redesign and implementation of new processes and best practices to improve customer satisfaction metrics.