Customer Service Manager at Ivee Consulting Limited

Job Description

• The Customer Service Manager will oversee the customer service department, ensuring that customer inquiries and issues are handled effectively and efficiently. 
• This role involves managing a team of customer service representatives, optimizing customer support processes, and ensuring a high level of customer satisfaction.

Responsibilities
Team Leadership & Development:

• Lead, motivate, and develop the customer service team to deliver exceptional service.
• Conduct regular performance reviews, provide coaching, and identify training needs for team members.
• Set clear performance goals and expectations for the team and ensure they are met consistently.

Customer Service Strategy & Process Improvement:

• Develop and implement strategies to improve the overall customer service experience.
• Continuously assess and optimize customer service processes to ensure efficiency and customer satisfaction.
• Handle escalated customer complaints or complex issues and resolve them promptly.

Customer Interaction & Support:

• Ensure that customer inquiries, concerns, and feedback are handled in a professional and timely manner.
• Manage multiple communication channels, including phone, email, and live chat, ensuring that all customer interactions are effective and customer-focused.

Performance Monitoring & Reporting:

• Monitor customer service metrics (e.g., response time, resolution time, customer satisfaction) and provide regular reports to senior management.
• Analyze customer feedback and identify areas for improvement.
• Track and report on the team’s performance against KPIs and goals.

Customer Relationship Management:

• Develop and maintain strong relationships with key customers, addressing their needs and concerns proactively.
• Work closely with other departments (e.g., sales, operations) to ensure that customer service policies align with company-wide goals.

Quality Assurance & Compliance:

• Ensure that the customer service team complies with company policies, industry regulations, and quality standards.
• Conduct regular audits of customer service interactions to ensure quality and consistency.

Continuous Improvement & Innovation:

• Stay updated on industry trends and best practices, bringing innovative ideas to improve the customer service function.
• Encourage and implement new technologies or tools to enhance the customer service experience.

Key Performance Indicators (KPIs)
Customer Satisfaction (CSAT):

• Achieve a customer satisfaction rating of 90% or higher based on post-interaction surveys or feedback.
• Ensure timely resolution of customer issues, with a target of resolving 95% of inquiries within the first contact.

Response & Resolution Time:

• Maintain an average response time of under 10 minutes for all customer inquiries.
• Achieve a resolution time target, of not more than 24 hours.

Team Performance:

• Ensure that 100% of the customer service team meets individual performance goals.
• Achieve a team turnover rate of less than 10% annually, indicating strong team engagement and satisfaction.

Customer Retention:

• Improve customer retention year-over-year by enhancing customer service and loyalty programs.
• Achieve a high level of repeat customers or repeat service requests.

Service Level Compliance:

• Ensure that service level agreements (SLAs) are met for response and resolution times for customer interactions.
• Achieve a target of 100% SLA compliance for priority or escalated customer issues.

Operational Efficiency:

• Achieve an increase in team productivity by optimizing workflows and reducing average handling time (AHT) without sacrificing service quality.
• Successfully implement at least two process improvements each year based on customer feedback or internal reviews.

Requirements

• Bachelor’s Degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
• Experience in developing and managing customer service processes and teams.
• Experience with CRM software and customer support tools (e.g., Zendesk, Salesforce, Freshdesk).
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in customer service best practices and quality assurance.
• Analytical mindset with the ability to interpret customer feedback and data to drive improvements.