The Customer Service Manager is responsible for overseeing customer service operations, managing customer relationships, and ensuring that customer orders are properly documented, monitored, and delivered within agreed timelines.
The role involves supervising the customer service team, coordinating with Production, Sales, Logistics, and other relevant departments, and ensuring that customer enquiries, complaints, and order-related concerns are handled promptly and professionally.
KEY RESPONSIBILITIES
- Customer Service Operations
- Supervise the daily activities of Customer Service Representatives and ensure that customer enquiries are attended to promptly.
- Ensure that all customer interactions, requests, complaints, and follow-ups are properly documented.
- Monitor customer communication across telephone calls, WhatsApp, emails, social media, and other approved channels.
- Ensure that customers receive accurate information regarding products, pricing, order status, delivery timelines, and company policies.
- Handle escalated customer complaints and resolve issues within the limits of assigned authority.
- Ensure that customer service procedures are consistently followed by all team members.
- Customer Order Management
- Customer Relationship Management
- Team Supervision and Performance Management
- Interdepartmental Coordination
- Complaint Resolution and Service Recovery
- Reporting and Documentation
KEY PERFORMANCE INDICATORS (KPIs)
The Customer Service Manager's performance will be assessed based on:
- Customer Response Time: Timeliness of responses to customer enquiries and complaints.
- Order Tracking Accuracy: Accuracy and completeness of customer order records and progress updates.
- Complaint Resolution: Percentage of customer complaints resolved within established timelines.
- Customer Satisfaction: Feedback received from customers regarding service quality and complaint handling.
- Order Follow-up: Timely identification and escalation of orders at risk of delay.
- Team Performance: Productivity, responsiveness, and compliance of Customer Service Representatives with departmental procedures.
- Reporting Accuracy: Timely submission of complete and accurate customer service reports.
- Customer Retention: Effectiveness of customer follow-up and relationship management.
QUALIFICATIONS AND EXPERIENCE
- Bachelor's degree or HND in Business Administration, Marketing, Communications, or a related discipline.
- Minimum of 5–8 years of relevant customer service experience, including experience supervising a customer service team.
- Experience in furniture manufacturing, interior design, retail, or a related industry will be an advantage.
- Demonstrated experience in customer complaint resolution, order management, and team supervision.
- Proficiency in Microsoft Office applications and customer relationship management tools.
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