Customer Service Manager at Landgate Investments Limited

Job description

• We are looking for an experienced and motivated Customer Service Manager to lead our customer support team. The ideal candidate will be responsible for overseeing daily operations, improving customer satisfaction, and managing a team of customer service representatives. This role requires a strong leader who is customer-focused, results-driven, and skilled in problem-solving and team development.

Key Responsibilities:

• Manage, mentor, and support the customer service team to ensure high performance
• Develop and implement customer service policies, procedures, and standards
• Handle complex or escalated customer issues with professionalism and efficiency
• Monitor performance metrics (e.g., response time, satisfaction scores, resolution rates)
• Train and onboard new customer service staff
• Conduct regular team meetings, performance reviews, and coaching sessions
• Work with other departments (e.g., sales, logistics, product) to resolve customer issues
• Analyze customer feedback and data to identify trends and opportunities for improvement
• Ensure customer interactions align with brand values and service standards

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field (preferred)
• 3–5 years of customer service experience, including at least 1–2 years in a supervisory or management role
• Strong leadership and people management skills
• Excellent communication, conflict resolution, and organizational abilities
• Familiarity with customer service software, CRM tools, and call center systems
• Ability to analyze data and make data-driven decisions